Customer Support Representative

At WeSalute, we’re looking for a compassionate and customer-focused individual to join our expanding Support team as a Customer Support Representative. In this role, you’ll be the first point of contact for our valued customers, offering thoughtful, timely assistance and resolving their concerns with care and understanding. Your commitment to delivering outstanding service will help ensure that each customer feels heard, supported, and valued.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely, efficient and professional manner
• Troubleshoot customer issues, identify root causes, and provide effective solutions
• Guide customers on product usage, features, and best practices to enhance their experience
• Effectively communicate the value proposition of the program to customers considering cancellation, offering targeted promotions when necessary to reinforce its benefits
• Escalate complex issues to Team Leads when necessary
• Account retention through inbound and outbound channels
• Document customer interactions and maintain accurate, up-to date records in Kustomer
• Contribute to the knowledge base by sharing valuable insights and helpful feedback
• Stay up-to-date on product updates, company policies, and department needs
• Identify opportunities to improve customer experience and service delivery
• Collaborate with other departments to ensure seamless customer support
• Maintain a positive and professional attitude even in challenging situations ensuring trust and value for our members

Qualifications

• Excellent communication skills (written and verbal) with strong phone etiquette
• Adaptable and friendly demeanor
• Able to adapt to new workflows and maintain composure under pressure
• Proven ability to build rapport and trust with customers
• Strong problem-solving and analytical skills
• Proficiency in using CRM software and support ticketing systems
• Ability to work independently while also thriving in a collaborative team environment
• High school diploma or equivalent; Associate's or Bachelor's degree preferred
• Experience in a customer-facing role is highly preferred
• Technical knowledge is a plus
• Sales experience or familiarity is a plus

Internet Speed Requirements

• 40mbps download
• 10 mbps upload

Back-Up Plan
In the event your primary internet or power source becomes unavailable, please ensure you have two backup plans in place to fulfill your shift requirements. These plans might include:

• Alternative work location: Identify a location with reliable internet and power, such as a co-working space, library, or a friend's home nearby
• Mobile hotspot: Utilize a mobile hotspot device or tethering through your smartphone

As a public benefit corporation, our mission is to serve the WeSalute Community with sincerity and dedication. We operate a two-sided marketplace that connects Brands and the WeSalute Community together, providing benefits and exclusive offers to our community members. We believe that by helping the WeSalute Community, we are not only making a positive impact on their lives, but also on the lives of the people they serve. We take pride in being able to give back to those who give so much to us and our society.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.