Remote Customer Support Representative-Full Time/Part Time

Position Overview

DMS’ Purpose: We are creating a culture of service. We empower others to grow, rise, and give back – accelerating positive change in the world. We lead with the heart to bring out the best in you – which brings out the best in us. We do well so we can do good. The Customer Support Representative is responsible for assisting customers by providing information about products or services, addressing inquiries, and resolving complaints. This role ensures a positive customer experience by addressing concerns in a timely and efficient manner.

Key Responsibilities

• Answer customer inquiries via phone, email, chat, or social media.
• Provide product/service information, pricing details, and troubleshoot issues.
• Ensure customers have a positive interaction with the company.
• Identify customer issues and provide accurate solutions with step-by-step instructions or troubleshooting.
• Escalate complex issues to relevant departments or management.
• Follow up with customers to ensure their issues are fully resolved.
• Maintain detailed records of customer interactions, complaints, and feedback.
• Update customer accounts with relevant information and resolutions.
• Track customer feedback to drive improvements in products/services.
• Stay updated on product or service changes, new features, and policies.
• Provide feedback on common customer queries to improve product development or support processes.
• Work to retain customers by offering effective solutions and promoting relevant services/products.
• Build rapport with customers to foster trust and long-term relationships.
• Collaborate with other teams (e.g., Sales, Technical Support) to resolve customer issues effectively.
• Participate in training sessions and team meetings to enhance service standards.

Required Qualifications

• High school diploma or equivalent required.
• Strong communication skills and ability to manage sensitive information with discretion.
• Strong organizational skills with attention to detail and the ability to multitask.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with HRIS systems is a plus.
• Interest in HR operations, M&A integration, and change management.
• Adaptability and effective problem-solving skills in a fast-paced environment.

Benefits & Perks

• Hands-on experience in customer service operations within a fast-paced and dynamic business environment.
• Exposure to customer support strategies, problem-solving techniques, and methods for enhancing customer satisfaction.
• Networking opportunities with senior customer service leaders and cross-departmental teams.
• Potential career advancement opportunities with room for growth in customer support, sales, or management.