Position: Customer Service Representative
Reports To: Project Manager
Job Status:- OPEN for Unemployed candidates / Candidates who’s ready to work
Location: USA ( REMOTE WORK FROM HOME )
As a Customer Service Representative, you’ll be Special Fire Utensils voice and will use empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. See an opportunity to improve customer trust at scale, or your own team’s efficiency? Self-starters who identify and solve problems thrive, and have a unique role as the voice of our customers.
The role is an opportunity within our Customer Success team. You’ll respond to a wide variety of inquiries from our customers using email, chat, and phone and will be expected to increase loyalty with every interaction with Special Fire Utensils customers.
Act as the customer’s voice by identifying and communicating customer pain points or opportunities to the Special Fire Utensils product and engineering teams
Creatively discover ways to improve productivity for the Customer Success team.
Proactively identify ways to avoid the recurrence of customer contacts by recommending changes to improve processes and knowledge articles.
Grow your financial services expertise
Develop deep subject mastery of complex financial concepts like Equities Trading Margin and Options Trading
Ensure internal processes and quality standards are being followed correctly by outsourced partners by auditing a sample of cases and documenting evidence.
Provide feedback to outsourced partners to ensure customer’s experience continuous improvement as per internal processes
Be the point of contact with outsourced partners to clarify procedural questions.
Collaborate with internal Customer Support Operations to develop and document new processes and identify opportunities on the current onesCollaborate on training sessions for the outsourced partner to deploy accurately new process implementation
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests
Analyze data to identify improvement opportunities and create plans to achieve higher performance
Other duties as required or assigned
Bachelor’s degree and at least 1-2 years of experience (college degree preferred)
Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 - 3 years, preferably in the financial industry
Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)
Attention to detail and strong analytical skills
Must be able to act independently and be self-motivated
The ability to quickly defuse customer anxiety through exceptional customer service skills
Effective usage of Excel and Google Sheets and broader computer skills are required
Must be detail-oriented, and possess an overall happy disposition