At careerzynith, we're on a mission to empower people with hearing loss to connect with their world. As a leading innovator in the direct-to-consumer hearing care space, we're committed to making our hearing care solutions more accessible and affordable. We're seeking an experienced Customer Support Coordinator to join our remote team on a temporary basis, with the possibility to extend or convert to permanent employment.
**About careerzynith**
careerzynith is a dynamic and data-driven organization that cares deeply about our employees and customers. We're led by a diverse crew of talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). Our team includes individuals from various backgrounds, including actors, sommeliers, top-chefs, dancers, black belts, filmmakers, and furry sidekicks. We're proud to be a part of the GN family, a global pioneer in intelligent audio solutions.
**The Role**
As a Customer Support Coordinator at careerzynith, you'll play a pivotal role in our mission to empower people with hearing loss. You'll provide efficient and friendly assistance to our customers in an omnichannel support environment, with a focus on phone calls, emails, customer tasks, live chats, and other channels. You'll serve as a representative of our best-in-class customer care team, triaging support channels, handling administrative tasks, and ensuring seamless coordination with other teams by utilizing multiple software systems. This is a temporary position with full-time hours from November 18, 2024, until January 12, 2025, with the possibility to extend or convert to permanent employment.
**Key Responsibilities**
* Complete inbound work in an omnichannel support environment, with a focus on phone calls, emails, customer tasks, live chats, and other channels
* Independently complete administrative tasks according to standard operating procedures, including:
+ Scheduling and rescheduling customer appointments
+ Processing order cancellations, returns, and warranties
+ Providing customers with shipping and order statuses
+ Placing orders for additional supplies
* Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
* Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of careerzynith services
* Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
* Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
* Act as an ambassador of the careerzynith culture by embodying our values in each internal and external interaction
**What You'll Bring**
* 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support
* Strong written and verbal communication skills, delivered with a friendly and professional tone
* Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
* Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
* Comfort working independently and efficiently in a fast-paced, high-touch support environment
* Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferred
* Ability to work one of the following schedules. Please indicate your 1st and 2nd preference within your application:
+ A: Mon, Tue, Wed, Fri: 8 am - 4 pm (ET); Sat: 10 am - 6 pm (ET)
+ B: Mon, Tue, Wed, Fri: 9 am - 5 pm (ET); Sat: 10 am - 6 pm (ET)
+ C: Mon, Tue, Thurs, Fri: 9 am - 5 pm (ET); Sat: 10 am - 6 pm (ET)
+ D: Mon, Tue, Thurs, Fri: 10 am - 6 pm (ET); Sat: 10 am - 6 pm (ET)
+ E: Mon, Tue, Wed, Thurs, Fri: 8 am - 4 pm (ET)
+ F: Mon, Tue, Wed, Thurs: 11 am - 7 pm (ET); Sat: 10 am - 6 pm (ET)
**Compensation and Benefits**
Our compensation is competitive, with a rate of $20.00 to $24.00 per hour. As an careerzynith employee, you'll also enjoy a range of benefits, including:
* Comprehensive health insurance
* 401(k) matching program
* Paid time off and holidays
* Opportunities for professional growth and development
* A dynamic and supportive work environment
**Why Join careerzynith?**
At careerzynith, we're passionate about making a difference in the lives of people with hearing loss. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. If you're looking for a challenging and rewarding role that aligns with your values, we encourage you to apply.
**How to Apply**
If you're ready to take the next step in your career, please submit your application through our website. We can't wait to hear from you!