Customer Support Representative (Remote)

Great Place To Work - Certified™ 

Job Summary 

Ascension is seeking 2 part-time Customer Support Representatives to join our Customer Operations Team. 
Typical hours for these two part-time positions will range between 9:00 AM EST and 6:00 PM EST, Monday - Friday. 

An Ascension Customer Support Representative is enthusiastic, customer-focused, and passionate.  This position plays a key role in our customer’s experience.  Requirements include a high level of professionalism, hospitality, problem-solving, and attention to detail, as well as, the ability to handle numerous issues and tasks simultaneously.  Since this position serves as a liaison between our customers and our Company, prior customer service experience in a fast-paced environment is required.  Experience preferably in a call center or phone-based help desk.

Duties and Responsibilities

• Understand, practice, and exemplify the values and mission of Ascension
• Greet customers warmly and ascertain their needs in a professional, customer-centric manner
• Receive a high volume of inbound/outbound calls related to order placement, refunds, account questions, digital platform questions, billing, cancellations, and related inquiries
• Resolve customer requests via phone, email, or chat
• Consistently meet metric goals; phone, email response, ticket resolution, and customer satisfaction
• Maintain strong knowledge of all Company products and services
• Accurately explain Company products, services, promotions, and special offers
• Open new customer accounts by recording key contact and billing information
• Utilize technology to handle high call volumes and manage account details
• Work with the Customer Support Manager to ensure a high quality of support
• Effectively implement and communicate changes in policies or renewals to customers
• Identify situations that require immediate action and refer them to the appropriate person
• Contribute to team efforts as needed as well as perform other duties as assigned
• Attend and participate in weekly customer service-related meetings

Qualifications and Requirements

• High school diploma or equivalent
• 3+ years experience in customer service role; call center experience preferred
• Prior experience supporting a digital platform
• Familiarity with Mac-based platform with Google applications—Drive, Email, Hangouts, Documents, Calendar, Sheets
• Ability to type 40+ wpm
• Prior experience with CRM systems
• Possess excellent customer service and interpersonal skills
• Maintain a positive, professional phone presence
• Ability to be flexible and adaptable in a fast-paced, collaborative environment
• Possess the skills to handle multiple tasks while working independently
• Must be comfortable with technology and have the ability to acquire new tech-related skills, as needed
• Possess the ability to communicate effectively and professionally, both verbally and in writing, to a variety of audiences, primarily via email and chat
• Consistently maintain a customer-focused attitude
• Experience in leading or facilitating Ascension’s studies is preferred

Company Overview 

Our Team: https://ascensionpress.com/pages/our-team
Our Mission & Values: https://ascensionpress.com/pages/our-mission-and-values
Our Newsroom: https://newsroom.ascensionpress.com/