Essential Tasks/Duties/Responsibilities:
Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.
Education & Experience:
- A high school diploma or equivalent
Knowledge/Skills/Abilities
Fluency in both Spanish and English
Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40+ WPM
Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service
Detail oriented with ability to spot developing issues before they intensify
Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours
Familiarity with Salesforce or similar contact center tools a plus
Physical & Other Requirements:
Sit for an extended period of time
Hand / Finger dexterity
Lift 20 lbs or more on an occasional basis
Work extended hours and/or rotating schedules
A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work
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