Customer Service Representative

Customer Support Representative

Representative will be the first point of contact and will be responsible for assisting customers with inquiries, resolving issues, and providing a positive and efficient experience. Primary objective will be to ensure customer satisfaction and address program questions and concerns.

Job Duties / Key Accountabilities

Provide friendly and professional customer support via phone, email, and chat to customers using our website and phone app.

Assist customers in registering for the program, navigating its features, and resolving any issues they encounter.

Address customer inquiries and concerns related to the program promptly and effectively.

Troubleshoot account problems, or reward redemption discrepancies, ensuring timely resolution and escalation when necessary.

Investigate and escalate technical issues where applicable.

Educate customers about the benefits and features of our program.

Help customers understand how to earn points, redeem rewards, and maximize their overall experience.

Proactively gather customer feedback and suggestions regarding the program and website / app usability.

Document customer interactions and report recurring issues to the appropriate department for continuous improvement.

Ensure that all interactions with customers comply with company policies and guidelines.

Stay up-to-date with any changes or updates to the program to provide accurate information to customers.

Work to retain customers by addressing concerns, offering solutions, and fostering a positive and personalized experience, ultimately increasing customer loyalty.

Collaborate with other departments, such as IT, Marketing, and Sales, and fulfillment to improve the rewards program's functionality, promotional efforts, and overall customer experience.

Meet or exceed key performance indicators (KPIs) measured on your monthly scorecard.

Qualifications / Skills / Knowledge

Required Desired

Must be able to pass a standard Background Check

High school diploma or equivalent.

Strong problem-solving skills and the ability to handle difficult or irate customers with patience and professionalism.

Familiarity with using computer systems and navigating web-based applications.

Ability to work well in a team environment and adapt to changing priorities.

Quiet place to work, free of noise and distractions.

Bi-Lingual (Spanish) Intermediate Level Microsoft Excel Skills (Pivot Tables, Formatting, and Formulas) Basic understanding of rewards programs or loyalty initiatives is desirable. Proven experience in a customer service or call center role, preferably within a B2C environment.