As a Support Representative (Customer Service Representative), you will serve as a liaison between clients/residents and Valet Living. In this role you will manage large amounts of inbound and outbound calls, emails, live chats, web leads and more, and document all communications, resolve client and resident complaints and initiate client satisfaction phone calls and digital surveys.
Hourly Range: $16.00 - $17.00
Schedule: Sunday 2:00 PM - 11:00 PM EST, Monday - Thursday 1:30 PM - 10:30 PM (EST)
Responsibilities:
- Identify client and resident (customer) needs, clarify information, research every issue, and provide standard-setting solutions and/or alternatives
- Answer or make calls to clients to learn about and address their needs, complaints, or other issues
- Answer live chats immediately and be able to respond to situations quickly
- Engage in active listening with callers, confirming or clarifying information and delighting angry clients and residents
- Enthusiastically recommend products or services to clients and potential clients at every reasonable opportunity
- Build sustainable relationships and engage clients and residents by going the extra mile
- Keep records of all conversations in our Salesforce database in a comprehensible way
- Become subject matter expert on all brand verticals in order to provide knowledgeable answers to questions about product, pricing and availability
- Work with internal departments to meet clients' needs
- Escalate issues as needed to various management teams
- Utilize software, databases, scripts, and tracking tools appropriately
- Serve as an outstanding brand ambassador
- Perform other duties to include (but not limited to) answering reception phones, replying to email requests, etc.
Qualifications:
- High School diploma required
- A minimum of 2 years' prior customer care experience
- Bilingual (English/Spanish) preferred
- Outbound call center/inside sales experience is a plus
- Technology background
- Hospitality/concierge background is a plus
- Outstanding customer service skills to include empathy, verbal communication, and follow-up with a sense of urgency
- High energy, results-driven attitude
- Familiarity with innovative call center practices such as live chat, web, text and Artificial Intelligence (AI)
- Technical savvy and ability to learn about our software and hardware
- Excellent skills in data analysis, communication and problem solving
- Familiarity with CRM systems and practices
- Adaptability to different personality types
- Outstanding communication skills (written, verbal and listening)
- Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint
- Prospecting skills - comfortable with repetitive work and cold calling
- Ability to demonstrate a professional demeanor at all time
- Ability to speak clearly and project friendly voice tone
- Ability to accurately document and present information during phone interactions
- Comfort with multi-tasking and working in a fast-paced environment while managing time effectively
Our full-time associates are provided with the following comprehensive, flexible benefits:
- Health coverage for you and your family through medical, dental, vision plans
- Healthcare Savings Account (HSA) plan with employer HSA contribution, Healthcare & Dependent Care Flexible Spending Account
- 401k Savings Plan with matching company contribution
- Paid Time Off program (up to 20 days PTO per calendar year plus 10 Holidays, 1 Floating Holiday & 1 Volunteer Day)
- Support for continued education through tuition reimbursement of up to $5,250 per year & access to Valet Living online education center
- Referral bonus program (up to $2,500 for each referral hired)
- Pet insurance plan options
- Financial protection through disability, life, accidental death & dismemberment, and business travel insurance
- Associate and family assistance program
- Associate Relief Fund
- Associate discount program
- Rewards and Recognition program
- Free access to Torch Fitness (virtual program and events)
The final compensation offered will be determined based on various factors, including the candidate's location, level of experience, and skill set. As such, it may fall outside the range listed above.
The application window is anticipated to close 60 days from the date the job is posted.
Are you a current Valet Living employee? If so, click here to apply.
Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
Valet Living is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at and let us know the nature of your request along with your contact information.
Please note, this is a dedicated e-mail box designed exclusively to assist applicants with accommodation requests in relation to Valet Living's recruiting process. Inquiries about the status of applications will not receive a response from this e-mail box. We will make accommodations during the recruitment process in accordance with applicable law.