Client Support Representative (CSR)

Job Description

Elevation Connect is seeking a Client Support Representative (CSR) to provide exceptional customer service and support wellness professionals. This role involves handling client inquiries via phone, email, and other communication channels, ensuring timely responses, and escalating cases when necessary. If you have strong communication skills, attention to detail, and a passion for customer care, apply now!

Responsibility

The Client Support Representative (CSR) is primarily responsible for providing unmatched support for wellness professionals. The CSR must accurately answer, document, and correctly escalate client contacts via phone, email, voicemail, letter, text, fax, and any other means of communication as needed. CSR will ensure that client calls are answered in a timely manner and that all queues are cleared by the end of the workday. CSR is responsible for accurate and thorough documentation of client contacts that supports actions taken and classification of lead, giving continuously updated and accurate information to clients and escalating calls as needed based on classification and content of lead. CSRs are responsible for knowing and following all SOP guidelines, including all timelines and SLAs. CSR will carry out the mission to empower, support, and inspire wellness professionals to chase their dreams, elevate their careers, and experience the freedom of business ownership.

Overview of daily activities:

• Make each client experience success-oriented with consultative sales excellence.
• Establish care-based and supportive relationship with every client.
• Assist in providing a safe, inclusive space for business professionals to thrive.
• Identify and resolve tenant issues quickly, efficiently, and in a caring manner.
• Meet or exceed set KPI’s and quality score.
• Ensure that all client contacts are answered in accordance with department and client specific SOPs, SLAs, policies, and procedures.
• Ensure that all processes and procedures are complied with in answering, scheduling, documenting, and communicating client contacts.
• Maintain accurate, thorough records of incoming and outgoing client communications.
• Exhibit superior customer service at all-times with clients, customers, colleagues, and vendors.
• Navigate digital Knowledge Base, websites, and reference materials with efficiency and speed.
• Initiate and maintain knowledge on multiple client services and logistics. 
• Escalate calls to appropriate parties as needed.
• Assist on or manage special projects and new processes as needed throughout the year.

Experience and Qualifications

• High School Diploma or GED, Some College Preferred
• Excellent Communication Skills (verbal and written)
• Positive Outlook always, but especially during the unexpected
• Hospitality-focused, strong active listening
• Detail and Solution-Oriented
• Time-Management Skills
• Ability to handle change and multiple responsibilities
• Understanding of beauty professionals and Salon Industry
• Excellent digital navigation skills

Technology Requirements:

• Chromebook (provided)
• High-speed internet
• Internet connection should support at least 144 kbps
• The latency from agent to data center should be under 150ms one-way.
• Wireless connections (Wi-Fi) are not supported. Agents should be directly connected to their ISP router through an Ethernet cable.
• Wired USB Headset, mouse (not provided)

Benefits and Others

Elevation Connect is always looking for candidates to provide extraordinary customer service to our clients. These positions are work from home or in the office in the Commonwealth of Dominica.

Elevation Connect is always looking for candidates to provide extraordinary customer service to our clients. These positions are in office in the Commonwealth of Dominica.

We are posting multiple postings for this role. Please do not apply to multiple postings as it may invalidate your application.

Hours:

• Training will be conducted virtually 5:30pm-2:00am AST  
• Hours will be scheduled between 5:30pm-2am AST Monday-Friday and 10 am to 7 pm AST on weekends.  
• The hours of operations are subject to change as the business evolves.

Info:

• Position is remote work
• Currently hiring for a start date of March 5th 2025
• Position is full-time
• Pay Rate is $10ECD/hr   

Apply Here: https://elevation-connect-llc.oasisrecruit.com/job/897805