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Client Success Support Specialist (Seasonal, Hourly)

9 hours, 25 minutes ago
United States
Contract
Entry Level
Customer Support
Customer and Technical Support
Apply Now
Civitech

Civitech

Civitech is a company dedicated to powering a more equitable democracy by providing affordable and accessible civic tools to leaders at all levels. They specialize in developing technology infrastructure for political candidates, social causes, and loc...

Internet Software & Services
11-50
Founded 2019
View All Jobs 4

Description

  • Handle inbound and outbound voter calls regarding inquiries, concerns, and requests.
  • Provide empathetic, accurate support and solutions tailored to voter needs.
  • Document voter interactions, concerns, and requests in Civitech’s support software.
  • Manage complaints and escalations professionally, deescalating difficult conversations and pursuing resolution.
  • Follow call-center procedures, scripts, company policies, and applicable state laws.
  • Manage call duration, volume, and service-level performance targets.
  • Escalate complex voter issues to leadership when appropriate.
  • Respond to inbound text messages for text-chase programs as needed.

Requirements

  • Effective verbal and written communication skills.
  • Strong active-listening and customer-service skills.
  • Ability to handle difficult or irate voters with empathy and professionalism.
  • Proficiency with computer systems, software, and call-center technology.
  • Ability to collaborate with team members and supervisors.
  • Flexibility to adapt to changing outreach efforts and call-center procedures.
  • Ability to make quick decisions to resolve or appropriately escalate voter concerns.
  • Track record of meeting performance metrics such as average handle time and first-call resolution rates.
  • Comfort working in a fast-paced, occasionally stressful call-center environment, including flexible hours, evenings, weekends, and holidays.
  • Client success or call-center experience and conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are preferred; independent U.S. work authorization is required.

Benefits

  • Remote-first work environment for employees located in Civitech’s approved 30-state footprint.
  • Access to Civitech’s co-working and collaboration headquarters in Austin, Texas.

Interested in this position?

Apply directly on the company website

Apply Now

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