Customer Service C-530

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. 

• We believe in long-lasting relationships with our talent. We invest time getting to know them as individuals and understanding what they are looking for as their professional next step. 
• We aim to find the perfect match. As agents, we make sure to pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent, fast.
• We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

 Our Benefits

• Work from Home
• English Academy for Employees and Relative
• Business Skills Coach – Certifications
• Discounts with Tech Universities
• Events and additional Perks

Respond to customer inquiries by telephone or e-mail to provide a one-contact resolution while providing a best-in-class customer experience. Resolve routine and fundamental problems and communicates solution or requested information to the customer. Analyze a customer's service needs and resolve the customer's needs with an understanding of process and collaboration with fellow departments. A customer relationship application or database may be used to record activities and research product information.

Education and Experience

• High school diploma
• 3+ years prior work experience in Customer Service, with 2 years or more of this in a remote environment
• You must clearly explain how the work you do helps support customers and the company

 Primary Responsibilities

• Answers telephone calls, gathers information, and solves customer's needs within one call
• Process payments from customers using various collection methods to includes inbound & outbound calls while adhering to company guidelines.
• Communicate maintenance issues to customers via outbound calls, e-mail, or text.
• Serve as backup to the sales team on limited, overflow reservations & rental opportunities.
• Determine and provide solutions by caring, appreciating, and informing the customer.
• Problem-solve issues while on the phone and collaborate with the correct department to resolve the issue

 Job Specifications

• Excellent customer experience and soft skills (empathy, acknowledgment, and de-escalation)
• Verbal and communication skills
• Organize and plan work
• Copes well with changing situations
• Analyze situations and problems, negotiate solutions with customers
• Manage multiple tasks and utilize various systems to resolve customer issues on the call

Working Conditions/Physical Demands

• This is a WFH position, the candidate will need an appropriate set up to work from home (Internet- work appropriate environment related to noise and focus)
• Requires repetitive typing motion, talking, hearing, grasping, and feeling.
• Work is for 5 days a week, could include weekends, Schedule availability.