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. The role involves ensuring a positive customer experience by addressing concerns in a timely and efficient manner.

Job Location: This is a remote role

Key Responsibilities

• Customer Assistance: Answer customer inquiries via phone, email, chat, or social media; provide product/service information and pricing details; troubleshoot issues; ensure a positive interaction.
• Problem Resolution: Identify customer issues, provide accurate solutions with step-by-step instructions, escalate complex problems, and follow up to ensure resolution.
• Documentation: Maintain detailed records of customer interactions, update customer accounts with relevant information, and track feedback for product/service improvement.
• Product Knowledge: Stay updated on product or service changes, new features, and policies; provide feedback on common queries.
• Customer Retention: Retain customers by offering solutions, promoting relevant services/products, and building long-term trust.
• Team Collaboration: Work with teams such as Sales and Technical Support, and participate in training sessions and meetings to enhance service standards.

Required Qualifications

• High school diploma or equivalent required.
• Strong communication skills and the 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 problem-solving skills in a fast-paced environment.

Benefits & Perks

• Hands-on experience in customer service operations in a dynamic, fast-paced environment.
• Exposure to customer support strategies, problem-solving techniques, and methods to improve 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.