Customer Support Representative

Key Responsibilities

• Assist customers with membership questions and account management.
• Follow approved client scripts to present retention offers and attempt to save memberships before processing cancellations.
• Process cancellation requests using one of two CRM systems based on the customer's location.
• Navigate multiple CRM systems to review account history, transactions, and previous actions.
• Update customer information and maintain accurate account records.
• Complete and submit claim forms to appropriate locations.
• Create and manage family membership plans.
• Schedule services for customers at participating locations.
• Add or remove vehicles from customer accounts.
• Submit messages to locations regarding missing vehicle information, customer complaints, or service concerns.
• Guide customers through their online account portals.
• Send promotional coupons and submit refund requests to corporate offices when appropriate.
• Locate equipment and location information using internal resources and approved scripts.
• Stay current on company services, policies, and frequent updates.

Qualifications

• 1 year of prior call center, office, or customer service experience required
• Strong customer service and communication skills.
• Comfortable working in multiple computer systems simultaneously.
• Ability to learn and navigate various CRM platforms.
• Excellent attention to detail and organizational skills.
• Ability to adapt quickly to changing processes and policies.
• Strong problem-solving skills and a positive attitude.

Work Environment

This is a fast-paced, high-volume contact center position. The ideal candidate remains calm under pressure, demonstrates empathy, and is committed to providing outstanding service while meeting performance expectations.

If you enjoy helping customers, solving problems, and working in a dynamic environment, we'd love to hear from you!