POSTED Aug 5

Customer Support Representative at Veterans Advantage

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About Veterans Advantage

When we first launched Veterans Advantage in 2001, we created our mission to deliver “greater respect, recognition and rewards for those who serve.” Today, as the voice of the Greater Military Community and a Public Benefit Corporation, we advocate for corporate partners to join us in creating value through connected commerce experiences, military verification, and offer content discovery. We’re driven to deliver outstanding digital experiences, advocacy, and exceptional value for our business partners and military community members. We embark on our mission to recognize all who have served, those who continue to serve, their families, and those who support them, through the creation of A Real Thank You.

Our Culture

Be growth-minded. Analyze and read everything. Don’t be afraid to ask questions. Never stop learning, whether it’s a skill, a marketplace, about the customer, the industry, the world. Share your knowledge with the team and encourage reflection.
Be empathetic. Recognize your fellow team members’ efforts. Respect different voices. Welcome unique points of view. Strive to understand, not just accept. Remain humble and champion each other.
Be fearlessly creative. Embrace autonomy, an entrepreneurial attitude, and risk-taking. Stand up for your scariest ideas. Disregard the way things have always been done in favor of the better, the bigger, and the downright best ways to get stuff done. Challenge the status quo. Make new things happen.
Be responsible. What you do is part of who you are. Own your decisions. Take action. Don’t set it and forget it. The ball is always in your court. Be accountable. You might not be the best person to fix everything but nothing is ever “not your problem.”
Be honest. Embed trust in everything you do. Work with integrity. Be trusted to do the right thing at the right time.
Be patient. There is no magic bullet. Keep focused on the goal. Resiliency is the key to achieving success one step at a time. Be persistent in achieving results.

Internet Speed Requirement

To ensure your internet speed is fast enough to work with our infrastructure, please go to speed.cloudflare.com and take a screenshot of the speed on your computer (not on your phone). You'll be asked to upload this screenshot as part of the application process on the next page.

Please make sure the following are captured from your Cloudflare Screenshot:

  1. Download Speed (Mbps)
  2. Upload Speed (Mbps)
  3. Latency (ms)
  4. Jitter (ms)

Customer Support Representative ("CSR"):

Your Responsibilities:

As a member of our Customer Support Team, you’ll focus on ensuring that each customer and prospect has a world-class experience with our brand as you engage with them through Inbound / Outbound phone calls, Live Chat, Support Tickets, Voice Message Response, and E-mail Inquiries. You’ll primarily use Kustomer products and services to facilitate your interactions with customers. Timeliness and professionalism are paramount. Not only will you represent the Veterans Advantage Brand, but you’ll also have the opportunity to drive sales and reduce attrition.

We need someone who can commit to 25 hours per week, but also be flexible as directed by business needs. Our business hours are 9am - 9pm EST. Availability for different shifts varies. This position is a work from home/remote position and requires someone who is self motivated and disciplined.

Who You Are:

You’re someone with a strong passion for understanding others and doing what it takes to put that passion into practice to drive real business results. You also have an interest in using your sales skills and your belief in our mission to help convert prospects and retain current customers.

Opportunities and Education:

You will be trained for 2 weeks when onboarded and you will be assessed throughout a 90 day probationary period. Headsets are required, we will reimbursed up to $50 for such. We believe that we’re responsible for each other’s professional and personal growth, and we work hard to create an environment where our team will flourish. We love individuals who are willing to learn and work in multiple areas.

Skills

  • Customer service experience
  • Customer or another CRM is a plus
  • Live chat (inbound and outbound) customer service or sales experience
  • Troubleshoot difficult customer challenges
  • Coach and educate users about products and key features
  • Optimistic and upbeat for customers satisfaction
  • Excellent verbal, written, and interpersonal communication skills
  • Longevity customer service experience

Qualifications

  • 18+ years old
  • U.S. citizen
  • 3 years minimum of customer service or sales experience
  • Bilingual is a plus
  • Must be able to pass a background check
  • High speed internet (employee-paid internet minimum of 35MB download / 25mbps+ upload - no satellite dish connections or dial-up.)
  • Time management skills
  • Multitasking
  • Quiet office space is required to take customer support calls (closed door to avoid background noise)
  • High School diploma
  • College experience preferred

Pay rate: $13.75 hourly

Job Type: Part-time, hourly (up to 25 hours per week depending on business need, up to 5-hour shifts).

Remote Workspace

Veterans Advantage operates a 100% globally distributed remote first workspace. Our focus is on asynchronous communication and distribution of transparent knowledge. We take pride in continuing to build and improve our remote workspace to empower Team Members to deliver value to the Military Community. Here’s our Productivity Suite we supply for all Team Members:

Apple Laptop
Google Workspace
Slack
Atlassian Suite
Zapier
Namely
Calendly
Miro

Benefits

100% remote work
Unpaid Time Off (“UTO”)
Leave of Absence
401k Retirement Savings (After 1 year of employment)
1Password Families

At Veterans Advantage, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Team Members, our products and our community. Veterans Advantage is an equal opportunity employer. Employment at Veterans Advantage is based solely on a person's merit and qualifications directly related to professional competence. Veterans Advantage does not discriminate against any Team Member or candidate because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is Veterans Advantage policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Executive Officer. Because it's just the right thing to do. We hope you think so, too.

Learn more about the EEOC's "Equal Employment Opportunity is The Law" (PDF) we abide by.

Veterans Advantage does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Veterans Advantage and the recruitment agency or party requesting payment of a fee. 

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Veterans Advantage

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