Remote Customer Support Representative-Full Time/Part Time ID-4905
DMS’ Purpose:
We are creating a culture of service. We empower others to grow, rise, and give back – accelerating positive change in the world. We lead with the heart to bring out the best in you – which brings out the best in us. We do well so we can do good.
Position Overview:
The Customer Support Representative is responsible for assisting customers by providing information about products or services, addressing inquiries, and resolving complaints. The role involves ensuring a positive customer experience by addressing concerns in a timely and efficient manner.
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Key Responsibilities:
Answer customer inquiries via phone, email, chat, or social media.
Provide product/service information, pricing details, and troubleshoot issues.
Ensure customers have a positive interaction with the company.
Problem Resolution:
Identify customer issues and provide accurate solutions, including step-by-step instructions or troubleshooting.
Escalate complex issues to relevant departments or management.
Follow up with customers to ensure their issues are fully resolved.
Documentation:
Maintain detailed records of customer interactions, complaints, and feedback.
Update customer accounts with relevant information and resolutions.
Track customer feedback for improvement in products/services.
Product Knowledge:
Stay updated on product or service changes, new features, and policies.
Provide feedback on common customer queries to help improve product development or customer support processes.
Customer Retention:
Work to retain customers by offering solutions and promoting relevant services/products.
Build rapport with customers to foster trust and long-term relationships.
Team Collaboration:
Work with other teams (like Sales, Technical Support, etc.) to ensure customer issues are resolved effectively.
Participate in training sessions and team meetings to improve service standards.
Qualifications:
- High school diploma or equivalent required.
- Strong communication skills and ability to manage sensitive information with discretion.
- Strong organizational skills with attention to detail and ability to multitask.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with HRIS systems is a plus.
- Interest in HR operations, M&A integration, and change management.
- Adaptability and problem-solving skills in a fast-paced environment.
What We Offer:
- Hands-on experience in customer service operations during a fast-paced and dynamic business environment.
- Exposure to customer support strategies, problem-solving techniques, and improving customer satisfaction.
- Networking opportunities with senior customer service leaders and cross-departmental teams.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with HRIS systems is a plus.
- Interest in HR operations, M&A integration, and change management.
- Potential career advancement opportunities beyond the entry-level role, with room for growth in customer support, sales, or management.
Traits/Values:
- Integrity – adhering to high ethical principles and professional standards.
- Trustworthiness – Being honest, dependable, and earning the confidence of others.
- Excellence – consistently being the best you can be.
- Responsible – being reliable and trustworthy.
- Accountability – being obligated and willing to accept responsibility for one’s actions.
- Dignity – behaving in accord with DMS basic principles.
- Respect – treating others as you would have them treat you.
Our Values:
Gratitude * Integrity * Fun * Teamwork * Excellence * Diversity &
Respect * Innovation * Commitment * Humility
