Customer Support Agent (Remote- US Based)

As a Customer Support Agent at Rec & Leisure, you’ll be responsible for addressing customer inquiries through email, chat, and phone. Your duties include classifying inquiries, investigating and resolving issues using knowledge base articles, and escalating cases that require additional expertise to the Tier 2 team. A vital part of the role is maintaining ownership of customer requests and providing timely updates until resolutions are achieved.

To join Rec & Leisure as a Customer Support Agent, candidates should have a High School Diploma or equivalent and ideally possess 1-2 years of experience in a customer support or helpdesk role. Strong communication skills, the ability to multi-task, and a self-motivated spirit to learn new technologies are essential qualifications for thriving in this position.

While having experience in the pet-care industry is a significant plus for the Customer Support Agent role at Rec & Leisure, it is not strictly necessary. What’s more important is your ability to effectively support our customers and learn about our products as you go. If you have a passion for pets and a willingness to learn, you'll fit right in!

In your role as a Customer Support Agent at Rec & Leisure, you’ll need to familiarize yourself with several tools such as Zendesk for ticket management, Teams for communication, and HubSpot for customer relationship management. A willingness to learn these platforms will greatly enhance your ability to support our pet care customers effectively.

The salary for a Customer Support Agent at Rec & Leisure ranges from $41,000 USD per year. It’s important to note that actual salaries may vary based on factors such as experience and performance. Along with competitive salaries, we offer additional rewards and benefits, including bonuses and flexible vacation policies.

When faced with a difficult customer, I would first listen carefully to their concerns without interrupting, then empathize with their situation to build rapport. I believe in staying calm and positive, focusing on finding a resolution that satisfies the customer. Lastly, I would keep them updated throughout the process until their issue is resolved.

Certainly! In my previous role, a customer was struggling with a complex software issue. I patiently guided them through the troubleshooting process while referencing our knowledge base. By breaking down the problem into manageable steps and maintaining clear communication, we resolved their issue, leaving the customer highly satisfied with the experience.

I would categorize inquiries based on urgency and complexity. For example, system outages or critical service issues would take priority over general questions. I would also stay organized and effectively use tools to track and manage inquiries to ensure that high-priority cases are addressed promptly.

I am passionate about pets and believe in providing outstanding service to pet owners. Working with Rec & Leisure offers a unique opportunity to combine my customer service skills with my love for animals. I admire the company’s commitment to enhancing the pet care experience, and I'm eager to contribute positively to that mission.

To stay updated on product knowledge, I regularly review internal resources, attend training sessions, and actively seek feedback from my peers. Additionally, I believe in asking questions when something is unclear, and I make it a point to familiarize myself with any new features or updates as soon as they are introduced.

Excellent customer service, to me, means going above and beyond to meet customer needs. It involves actively listening, providing timely and accurate solutions, and creating a positive experience that leaves customers feeling valued and supported. My goal is to ensure each interaction contributes to a strong and loyal customer relationship.

In a fast-paced environment, I focus on prioritizing tasks based on urgency and complexity. I keep detailed notes to maintain context, allowing me to quickly pick up where I left off. By utilizing organizational tools and breaking tasks into smaller steps, I ensure nothing falls through the cracks while maintaining high-quality service.

In my previous roles, I have utilized various customer support tools such as Zendesk and HubSpot. I am comfortable managing tickets, tracking resolutions, and analyzing customer feedback. My experience has helped me refine my skills in navigating these platforms efficiently to enhance customer interactions.

If I encounter an inquiry I'm unfamiliar with, I would first reassure the customer that I am committed to finding the right solution. I would consult the knowledge base and seek guidance from more experienced colleagues if necessary. Keeping the customer updated throughout the process is crucial to their satisfaction.

I believe in actively seeking feedback from both customers and team members to identify areas for improvement. I regularly reflect on my interactions to pinpoint gaps in my knowledge or service. Continuous learning and adapting my approach based on feedback ensures I provide high-quality support consistently.