Job Title : Remote Customer Operations Assistant
Job Summary: We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Operations Assistant for our esteemed Cleaning Company. As a Customer Operations Assistant, you will be our client's first point of contact, providing exceptional customer service and resolving any inquiries or concerns they may have. Your main objective will be to ensure customer satisfaction, uphold our company's reputation, and contribute to the growth of our business. We offer competitive compensation, training opportunities, and a supportive work environment where your contributions will be valued. Join our team and play a pivotal role in ensuring our customers have a delightful experience with our Cleaning Company!
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Responsibilities:
- Respond promptly and professionally to incoming customer inquiries via phone or chat.
- Convert inbound customer calls to clients by educating them on the companies services and value
- Provide accurate information about our cleaning services, pricing, packages, and availability to potential and existing customers.
- Listen attentively to customer concerns and address them effectively, striving to exceed their expectations.
- Assist customers with scheduling appointments, rescheduling, and cancellations as needed, while considering their preferences and availability.
- Collaborate closely with our cleaning teams to ensure smooth operations and timely completion of services.
- Maintain an organized and up-to-date customer database with accurate records of interactions, feedback, and service requests.
- Actively promote customer loyalty and satisfaction by offering personalized recommendations and additional services that align with their needs.
- Resolve any billing issues, invoicing discrepancies, or payment concerns professionally and efficiently.
- Liaise with other departments within the company to coordinate special requests, address escalated customer concerns, and ensure smooth service delivery.
- Continuously stay updated on our company's cleaning techniques, products, and policies to provide accurate and relevant information to customers.
- 10% of the calls conducted will be outbound/cold calls to realtors and property managers to pitch them the cleaning service
Requirements:
- High school diploma or equivalent; additional education or training in customer service is a plus.
- Proven experience in a customer support or similar role.
- Exceptional verbal and written communication skills with clear professional conversational skills (advanced english)
- Ability to actively listen to customers, empathize with their concerns, and provide effective solutions.
- Must love to be on the phones talking to people and developing rapport and relationships.
- Strong computer skills and proficiency in using customer support software, email systems, and databases such as GoHigh Level, Google Sheets/Airtable, Dialpad/RingCentral and other similar platforms.
- Excellent organizational and time management skills to handle multiple customer inquiries simultaneously.
- Ability to remain calm and composed in high-pressure situations and deliver exceptional service even during peak times.
- Demonstrated problem-solving abilities and a proactive mindset to address customer concerns and find resolutions.
- Availability to work flexible hours, including weekends or evenings, to accommodate customer needs.
- Passion for delivering exceptional customer service and maintaining a positive, customer-centric attitude
- $1000-$1120 USD Monthly Base Compensation
- 40 hours a week (Monday through Friday) from 8:00 am EDT to 4:30 pm EDT (30 min to 1 hr lunch available)
- Payment frequency twice a month (via payment platform such as Wise or equivalent)
- There will be a paid training/onboarding period during the first few weeks to ensure candidate has all the resources to succeed
