Customer Support Representative

2 weeks ago

Manila, National Capital Region, Philippines Lawnstarter Inc. Full time

LawnStarter is the nation's leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

Responsibilities:

  • Rotation between inbound and call back queue calls, chat, email support.
  • In this position, you will be taking over 300 contacts a week. These will be supporting both our customers and our providers on various operations-related issues. Our average handle time is around 10 minutes
  • Our hours of operation are Monday - Friday, 6 am - 10 pm CST, and Saturday - Sunday, 7 am - 6 pm CST.
  • We offer 8hrs per day for a max of 5 days per week (40hrs) during those hours.
  • You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution.
  • You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy.

What we are looking for:

  • Empathetic to customers, knows how to use soft skills to establish rapport and diffuse difficult situations.
  • Ability to work efficiently and creatively to solve problems by utilizing all available tools and resources.
  • Active listener who can interpret a problem, determine an approach to solve, and main call control.
  • Ability to adhere to a schedule
  • Adaptable to change
  • High productivity at defined proficiency levels
  • Willingness to receive and act on feedback from the leadership team
  • Works with integrity and collaborates with team.
  • High school graduate required, some college preferred.
  • EXCELLENT written and verbal English skills, conversationally fluent.
  • Experience of at least 1 year in a customer contact center environment, supporting United States customers.
  • Knowledge of ZenDesk a plus.
  • Prior experience using CRM and VoIP software is a plus, knowledge of Google Suite is preferred.
  • Computer, laptop or desktop with a camera (8GB RAM, Corei5 Processor) with a noise-canceling headset. We cannot use chrome books, tablets, ipads, or cell phones as they are not compatible with our phone system.
  • Consistent power source; and reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions to work
  • Preferred ISP/Internet providers are PLDT (#1) or Converge (#2)
  • Back up power and internet supplies to ensure you are able to complete your full shift
  • Willing to work US hours and weekends; and amenable to working in rotating shifts
  • Work from the comfort of your own home.
  • $4-$4.50/hr USD based on experience

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