Customer Operations Specialist

As a Customer Operations Specialist at Frontier, you'll manage customer communications, handle payment inquiries, and resolve technical issues. You'll provide support through various channels, ensuring an efficient experience for both customers and sales prospects, while also contributing to the operational systems of our client, Kopperfield.

To be a successful Customer Operations Specialist at Frontier, you should have at least 2 years of experience in customer support or operations, exceptional mastery of the English language, and a quick aptitude for understanding technical concepts in the electrical, HVAC, or solar fields.

In this role, customer support is managed through multiple channels including email, chat, and phone. You'll handle inquiries related to payments, assist with technical issues, and ensure that customer requests are efficiently documented and resolved, all while working closely with the Kopperfield team.

Key responsibilities include managing customer support (60% of your time) by addressing payment inquiries and subscriber issues, along with operational management (40%) like executing account setups and maintaining documentation, all aimed at optimizing the performance of our client, Kopperfield.

Yes! The Customer Operations Specialist role at Frontier offers a fully remote working environment, allowing you to work from the comfort of your home in the Philippines while still collaborating closely with the Kopperfield team.

At Frontier, you'll experience a fast-paced startup environment while working for our client, Kopperfield. This culture encourages innovation, teamwork, and creativity, setting you up for success in your role.

The Customer Operations Specialist role at Frontier offers a competitive fixed salary of around $8000 per year, in addition to a robust vacation and PTO schedule, ensuring that you have a great work-life balance.

When faced with difficult customer inquiries, I first listen actively to understand their concerns fully. I remain calm, employ empathy, and offer clear solutions. For complex issues, I ensure to escalate appropriately while keeping the customer informed. This fosters trust and assurance in the support process.

To document customer feedback effectively, I utilize structured forms in our CRM system, noting specific details about the customer's concerns and suggestions. Regularly reviewing and organizing this feedback also allows us to address recurring issues and improve our service continually.

Absolutely! I have extensive experience using various CRM systems to manage customer interactions, track inquiries, and maintain data integrity. I leverage CRM tools for automating processes, documenting customer feedback, and ensuring seamless communication among team members.

My approach to onboarding new customers includes creating a structured process that makes use of custom forms and automated messaging sequences. I ensure that customers understand the services available, address queries promptly, and provide comprehensive support throughout the initial stages.

I prioritize efficiency by categorizing inquiries based on urgency and complexity. Utilizing a system of time blocks and daily goals helps me stay organized. I also use tools to track pending inquiries, ensuring timely follow-ups and an exceptional customer experience.

My communication style is friendly, clear, and concise. I focus on being attentive and adaptable, adjusting my tone and vocabulary based on the customer’s needs and context to foster positive interactions and ensure understanding.

While I may not have hands-on experience, I have a solid understanding of technical concepts in the electrical and HVAC fields, gained through continuous learning and collaboration with industry professionals. This helps me effectively support customer inquiries related to these areas.

When I encounter technical issues that cannot be resolved immediately, I ensure to communicate clearly with the customer about the situation. I take ownership of the follow-up process, documenting the issue and escalating it as needed while keeping the customer updated on the resolution status.

In a previous role, I introduced a more streamlined documentation process for customer feedback that allowed us to categorize and prioritize issues effectively. This change led to a significant reduction in response times and improved customer satisfaction scores.

I believe that exceptional customer support hinges on active listening, empathy, and clear communication. Building rapport with customers and being proactive in addressing their needs while maintaining a positive attitude are also essential elements in providing outstanding service.