Customer Support Agent

Circuit Board Medics Job Opportunity Job Type: Full-Time, Hourly Minimum Starting Pay: $20/hour Working Hours: Monday - Friday, 8 AM - 5 PM Location: On-Site in Greenville, SC 29615 Experience: Early Career, some office experience required Work Environment: Office Environment, Moderate to High Call Volume, Diverse Customer Needs, Team Collaboration, escalations are rare, Emphasis on Empathy, ~ 100 Employees, one location Who We Are and What We Do Circuit Board Medics (CBM) was founded in 2010, and since then has built a stellar reputation in the remanufacturing industry by delivering high-quality work and exceptional customer service. We specialize in the repairs and upgrades of automotive and appliance modules, restoring the circuit boards of vital components helping to get our customers back up and running. By choosing CBM, our customers experience superior quality and significant cost savings compared to purchasing new replacement partsall while contributing to a more sustainable future through remanufacturing. Guided by the vision "CARE. SERVE. RESTORE.", we are dedicated to restoring normalcy to our customers' lives when their electronics fail. This mission is driven by a team that genuinely cares, upholding the core values of People, Excellence, and Ownership in everything we do. Often this means going beyond the in-house repair work we do to consult with our customers remotely in order to diagnose and troubleshoot faults and failures. Through this level of excellence in workmanship and true customer care, Circuit Board Medics has earned a five-star reputation in the world of automotive and appliance circuit board remanufacturing. Job Description Your goal is to serve the customer's best interest by handling all public interactions (phone, email, text, chat) with respect and professionalism. You will strive to see things from perspectives that are different from your own and are able to make decisions that reflect those alternate perspectives. You will take ownership of customer issues and work to resolve them within the framework of our core values and with the support of your team. You will play a key role in supporting our fast-paced environment to ensure our standard one business day turnarounds are met internally, which helps meet our customers' needs externally. Responsibilities Responding to customer requests without using scripts Receiving inbound customer calls including pre-sale, sales, quote requests, and status requests Handling texts/chats Responding to support emails Returning voicemails from customers Making outbound calls to update customers on order status Becoming knowledgeable in our repairs and services of appliance and automotive modules Participating in relevant ongoing training to better understand our markets and product offerings Skills Strong and professional interpersonal communication, both oral and written Ability to make empowered decisions to best serve the customer, escalations are rare Strong listening comprehension coupled with empathy Typing at 45 wpm or higher Ability to navigate multiple browser tabs / computer programs while using 2-3 screens simultaneously Ability to learn new software quickly Qualities You Should Exhibit Strong sense of urgency Intrinsic motivation Lifelong learner Ownership Humility to ask clarifying questions, but confidence in your skills Receptive to feedback Faithful in the details Strong sense of community Efficient, but patient Benefits Health Insurance - eligible 1st of the month after hire Voluntary Benefits - dental, vision, short-term and long-term disability, life insurance Paid time off - 2 weeks per year Paid holidays - 8 days per year Stable Hours - Monday - Friday, days 401(k) with company matching Parental time-off Adoption benefits Casual dress code Branded clothing allowance Free fruit Social outings What can you expect during the application process? Start by applying online through our website or Indeed paying close attention to our custom application questions. We want to get to know YOU! Complete two assessments emailed to you with "Circuit Board Medics Application" in the subject line. (You will receive the second email after completing the first assessment.) Please allow up to 30 minutes to complete both assessments, which may require use of a computer. Our talent team reviews each completed application within 3 business days. If we are interested in moving forward with your application, you will receive a phone call within 1 week of your completed assessment date. **Circuit Board Medics does require passing a Background Check and Drug Screening as terms of employment.