Customer Support Specialist I at Eagleview in Rochester, New York

Job Description:

Eagleview


Locations: Rochester, New York
Categories: Operations
Job Type: Regular Full-Time
Work Type: Remote
Req ID: 2279

Job Description

About Us

EagleView® is a leading provider of aerial imagery, property insights and software that transforms the way people work. We hold more than 300 patents and own a large geospatial data and imagery library encompassing 94 percent of the US population! Our company provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions.

Overview

EagleView is hiring a quality-focused Customer Support Specialist I to join our supportive and fun team. The Customer Support Specialist I will answer questions over email, live webchat, and on the phone about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers’ concerns with a focus on first-call resolution. We focus on training from the beginning and give our workforce members the tools they need to succeed long-term. EagleView is a dynamic, growing company with tremendous opportunities for motivated employees. Join our Customer Support team and learn about our business from the ground up. The sky is the limit!

Responsibilities

• Answer inbound calls, emails, and chats from potential customers and existing clients
• Quickly assess customer issues to provide accurate support
• Explore and understand customers’ needs and exceed their expectations
• Complete all required trainings and stay informed about company news, department processes, and procedures
• Maintains a high standard of professionalism with our customers
• Can adhere to department performance goals and production standards
• Able to work independently while knowing how/when to handle or escalate critical customer issues
• Maintain individual performance relative to traceable metrics and quality standards in relation to department goals and objectives
• Able to execute Tier One responsibilities such as order entry, basic account management, and post-delivery support tasks with coaching

Qualifications

• Must be at least 18 years of age
• High School Diploma or equivalent (GED)
• Able to work in a fast-paced environment and easily pivot with changing business needs
• Proficient with Microsoft Office Suite (Excel, Outlook, Word)
• Must be computer savvy and able to navigate multiple applications simultaneously
• Able to work under pressure and remain flexible to changing schedules and demands
• Strong verbal and interpersonal communication skills
• Must be detail-oriented, organized, and able to multi-task
• Capable of managing challenging customers and building rapport
• Able to de-escalate issues efficiently and appropriately
• Possess strong problem-solving and analytical skills
• Able to collaborate with and contribute to a team environment
• Must be able to work independently with minimal supervision

• Weekend Availability on Sat & Sun a MUST

Equipment Requirements:
• USB headset
• Smartphone

Company Provided Equipment:
• Laptop
• Docking Station

Recommendations:
• (2) 24" monitors
• External Keyboard
• External Mouse
• Wired ethernet connection

Preferred Qualifications:

• Minimum of 1 year of Customer Service experience

• Familiarity with CRM software; Salesforce

• Previous experience in a remote role
• Previous experience in a call center environment

This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

EEO Statement

The compensation offered to the successful candidate will be based on a variety of factors, including but not limited to, the candidate’s work experience, education and licenses, work-related training, key skills, the core duties of the role and its associated responsibilities, additional benefits offered, and the location where the work will be performed. All Fulltime (30+ hours) employees are eligible for PTO, Sick, and Parental Leave; Medical, Dental, and Vision Insurance; 401(k) Plan; Health Savings Account; Life Insurance; Employee Assistance Program; Pet Insurance. This is a full-time remote position with a base compensation of $17.00 per hour.

EagleView® and its subsidiaries are dedicated to fostering a diverse workforce, leveraging talent to create opportunities for both our business and our people. We are committed to fostering an inclusive workplace and are open to discussing reasonable accommodations for candidates with disabilities to ensure equal opportunities for success in the role.

As an Equal Opportunity, Affirmative Action, and E-Verify Employer, EagleView® welcomes applicants from all backgrounds, including minorities, women, individuals with disabilities, and veterans. EagleView® and its subsidiaries are committed to leveraging the talent of a diverse workforce to create opportunities for our business and our people.

EEO/AA/Minority/Female/Disability/Veteran

PI255237306

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