THE ROLE

The Web Support Team is responsible for the support of all GCC Customer Service locations. As a member of the Web Support Team, it is necessary to have fluid communication of any ongoing problems. They are responsible for responding to emails and chats in a timely manner.

WHAT YOUR DAY-TO-DAY WILL LOOK LIKE

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/team sales targets and productivity quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, or chat Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders Answer questions about warranties or terms of sale.
• Act as the company gatekeeper.
• Attempt to persuade customers to reconsider cancellation Inform customers of deals and promotions
• Perform other duties as assigned

The Best Candidates Will Have:

• Thorough understanding of email, chat, and phone policies.
• Maintains Quality assurance scores at 90% and above.
• Ability to remain professional and courteous with customers at all time
• Strong phone contact handling skills and active listening
• Ability to adapt/respond to different types of characters
• Ability to prioritize and manage time effectively
• Familiar with CRM (Netsuite) systems, LivePerson, Attentive, and Five9
• Strong product knowledge
• Must be familiar with all campaigns our site takes calls for. Must be proficient in answering and completing a phone call
• Available to work the weekend closing shift (7:45 AM-4:30 PM)
• Available to work closing shift (8:30AM-5:00PM) 3 weekdays