Halo Collar is seeking a highly skilled and compassionate Customer Support Agent to join their team! As a key member of their customer service team, you’ll be the face of the company, providing top-notch support to their valued customers. If you’re a customer service pro with a passion for problem-solving and a knack for building strong relationships, we want to hear from you!

Job Type: Full-time

Salary: $18.00 – $20.00 Per Hour (Employer provided)

Firm: Halo Collar

Location: Remote

Work Schedule: 9:00am-8:00pm EST, Five 8hr shifts a week (including one weekend day)

Language: English

Specific Department Functions:

• Being part of the strong network that supports our customers and their needs every day.
• Resolving complex technical customer issues.
• Serving as the face of our company to our customers, providing a welcoming, positive, and empathetic atmosphere that sends a clear statement that we care and are always here to help.
• De-escalating of upset customers while finding resolutions to their issues.
• Providing an excellent service and creating opportunities for good customer surveys and reviews.

Primary Responsibilities:

• Answering incoming voice & video calls, chats, and emails.
• Taking detailed notes and documentation of customer interactions.
• Troubleshooting customer technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity.
• Assisting with identifying and tracking trends.

Coaching and Development:

• Weekly detailed quality assurance breakdowns designed to build you your best path forward in the company.
• Bi-weekly 1:1 meetings so that you always have a voice and a direct line of support for the development of your career.
• Priority promotion from within with lots of opportunity for growth.

Operational Support:

• Communicating with leadership to ensure trends and customer issues are making it to the top.
• Adapting to different support channels to ensure customers are getting the most support where they need it.

Job Requirements

Work Availability:

• Operation Hours 9:00am-8:00pm EST
• Five 8hr shifts a week.
• Must be available to work at least one weekend day.

Work From Home Requirements:

• Download Speed of 25Mbps or Higher, Upload Speed of 5Mbps or Higher
• Distraction Free Work Environment
  • Isolated space for work.
  • No other people (spouses, children, etc.) or pets in work environment.
  • No excess noise in the background.

Experience:

• 3+ Years of Customer Service Experience
  • Preference for Retail / Front of House Experience

Technical Skill:

• Familiarity with Windows desktops and navigating them.
• Familiarity with Google or Microsoft Office suites.
• Ability to use & navigate Google Chrome and Zoom desktop apps.
• Excellent typing and multitasking skills with the ability to operate and work on two screens at once.

Customer Service Soft Skills:

• Able to appear friendly, approachable, and conversational.
• Able to escalate difficult situations.
• Able to offer empathy and reassurance when necessary.

Education:

• High School Diploma or Equivalent

Glassdoor is handling all recruitment for this role. As this is a newly opened vacancy, if this opportunity excites you, head over to Glassdoor and APPLY TODAY.