Customer Support Representative

The primary function of the Valet Living Support Representative (Customer Service Representative) is to serve as a liaison between clients/residents and Valet Living. The Customer Service Representative (CSR) will manage large amounts of inbound and outbound calls, emails, live chats, web leads and more, and document all communications, resolve client and resident complaints and initiate client satisfaction phone calls and digital surveys. The CSR must have a strong technology background and be willing to bring new ideas to the Valet Living Support team.

Job Responsibilities

• Identify client and resident (customer) needs, clarify information, research every issue and provide standard-setting solutions and/or alternatives
• Answer or make calls to clients to learn about and address their needs, complaints or other issues
• Answer live chats immediately and be able to respond to situations quickly
• Engage in active listening with callers, confirming or clarifying information and delighting angry clients and residents
• Enthusiastically recommend products or services to clients and potential clients at every reasonable opportunity
• Build sustainable relationships and engage clients and residents by going the extra mile
• Keep records of all conversations in our Salesforce database in a comprehensible way
• Become subject matter expert on all brand verticals in order to provide knowledgeable answers to questions about product, pricing and availability
• Work with internal departments to meet clients needs
• Escalate issues as needed to various management teams
• Utilize software, databases, scripts and tracking tools appropriately
• Serve as an outstanding brand ambassador
• Perform other duties to include (but not limited to) answering reception phones, replying to email requests, etc.

Education and Experience Requirements

• High School diploma required
• A minimum of 2 years prior customer care experience
• Bilingual (English/Spanish) required
• Outbound call center/inside sales experience is a plus
• Technology background
• Hospitality/concierge background is a plus

Knowledge, Skills and Abilities

• Outstanding customer service skills to include empathy, verbal communication, and follow-up with a sense of urgency
• High energy, results-driven attitude
• Familiarity with innovative call center practices such as live chat, web, text and Artificial Intelligence (AI)
• Technical savvy and ability to learn about our software and hardware
• Excellent skills in data analysis, communication and problem solving
• Familiarity with CRM systems and practices
• Adaptability to different personality types
• Outstanding communication skills: written, verbal and listening
• Proficiency in Microsoft Office applications including Excel, Word and PowerPoint
• Prospecting skills - comfortable with repetitive work and cold calling
• Ability to demonstrate a professional demeanor at all time
• Ability to speak clearly and project friendly voice tone
• Ability to accurately document and present information during phone interactions
• Comfort with multi-tasking and working in a fast pace environment while managing time effectively

We provide the following comprehensive, flexible benefits to our full-time associates.

• Health coverage for you and your family through medical, dental, vision plans, and Pet insurance plan options.
• Tax advantages through healthcare savings and flexible spending accounts.
• Financial protection through disability, life, accidental death & dismemberment, and business travel insurance.
• 401k plan with a generous company matching contribution.
• Generous paid time off program in which benefits increase along with your tenure with the company.
• Support of continued education through tuition reimbursement.
• Associate and family assistance program.
• Associate discount programs.
• Referral bonus program.
• Rewards and recognition program.

Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.