Remote Customer Support Specialist (Email & Chat) - Contract

About the Role

The Fountain Group is looking for a Remote Customer Support Specialist to serve a well-known retail client. This position is fully remote for U.S.-based applicants, with working hours aligned to EST, Monday through Friday from 9 AM to 5 PM. The initial engagement is a 3-month contract that may be extended or possibly turned into a permanent role. Candidates with customer service experience in retail, call center backgrounds, or recent graduates with strong communication abilities are encouraged to apply.

Key Responsibilities

• Manage customer inquiries by responding via email, live chat, and written communication, ensuring professionalism and accuracy.
• Resolve customers’ issues thoughtfully by employing conflict resolution and problem-solving techniques.
• Keep detailed records of all customer interactions in the tracking system.
• Work closely with Store Managers, District Managers, and corporate teams to address and resolve customer concerns.
• Escalate sensitive or priority situations appropriately to higher resources.
• Support social media moderation by responding objectively and adhering to company policies.
• Handle multiple conversations simultaneously in a fast-paced setting.
• Assist with special projects as assigned.

Qualifications & Requirements

• 1 to 3 years of experience in customer service within retail, customer support, or call centers.
• Recent college graduates with strong written communication skills are welcome.
• Exceptional grammar and writing capabilities.
• Strong analytical skills and organizational abilities to handle various tasks simultaneously.
• Proven skills in conflict resolution and de-escalating customer concerns.
• Comfortable with multitasking while maintaining detail orientation.
• Proficient in Microsoft Word, Excel, email systems, and customer service platforms.
• Fast and accurate typing skills.
• Experience with social media moderation is a valuable plus.
• Ability to stay objective and professional during sensitive customer interactions.
• Excellent team player with effective time management abilities.

Remote Work Essentials

• Stable high-speed internet connection is required.
• A quiet and professional workspace free from distractions is essential.
• Comfortable engaging in video meetings and collaborating online.

Hiring Process

• Candidates will undergo one virtual interview lasting around 45 minutes.
• The first 30 minutes will be with two team members, followed by a 15-minute interview with two additional members.

Additional Details

• This position is 100% remote.
• The initial contractual period is three months with prospects for extension.
• Candidates must be open to possible conversion to a permanent employee if required.
• If converted, the expected hourly wage is about $22.00 per hour.

If you are passionate about delivering customer service through email and chat and enjoy assisting and resolving customer inquiries efficiently, we encourage you to submit your application.

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