Customer Service Specialist

About Our Client

Our client is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, the organization remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers.

About The Role

Our client is seeking energetic, service-oriented Customer Service Specialists for multiple shifts in its Call Center Operations team who are interested in full-time, virtual/work-from-home careers. Specialists are the face of the organization and are responsible for interacting with customers on a day-to-day basis. Operations Specialists are required to think on their feet and respond quickly in any given situation. This is a fun, fast-paced environment where proven performers are recognized and rewarded.

The organization operates 24x7, and there are several full-time shifts available.

Key Responsibilities

• Interact directly with customers via phone
• Understand the organization's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed
• Utilize the organization's proprietary technology to connect members with its nationwide partner network
• Answer calls to assist customers with order fulfillment and service execution
• Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames
• Think outside of the box to solve all customer issues that may arise through unprecedented customer service

Preferred Experience

• Experience in a customer-facing environment resolving issues over the phone
• The ability to quickly, calmly, and professionally engage customers to understand their questions/issues and deliver a solution with an experience that surpasses expectations
• Able to professionally handle extremely high volume phone calls from customers and partners, and maintain composure under pressure
• Demonstrated aptitude for problem-solving; ability to determine solutions for customers (consultative sales approach)
• Fluency in English. Spanish is a plus

Additional Requirements

• Must provide a secluded, uninterrupted workspace where information will remain confidential and work can be done without environmental distractions (children, appliances, pets, etc.)
• Must have access to an Internet connection with minimum speeds of 5 Mbps download/2.5 Mbps upload
• It is preferable to have experience working from home and have equipment that supports a work-from-home environment.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”