Customer Experience Advocate; CEA

Location Requirements

• Remote/Work-From-Home within the United States (Requires a verifiable address for current residence.)

• Full-time
• 5:00 AM to 6:00 PM Pacific Time
• Currently No Night Hours Offered

• 1 Week, Basic Training: 30 - 40 Hours Per Week
• Advocate schedules are always based on Client business needs
• Advocates must be available to regularly work at least one weekend shift per week (if/when weekends become an element of our coverage hours)
• $20.00 per hour (Full-time)

• Paid Time Off
• Holiday Pay
• Work-From-Home Monthly Stipend

SRPSupport is a privately held outsourced Customer Care company. We provide customer support and technical support to corporations in the U.S. and around the world. We've designed SRPSupport to be the next generation of Support Teams. Our support is provided virtually, which means you will always be working from home. We offer a variety of positions, great wages, resume impact, ongoing education opportunities, bonuses, and more control of your work schedule.

We work to live, not live to work! Our Culture

More than just a great company, it’s our goal to hire great people. We spend a lot of time together, so we want you to know our expectations up front:

• Friendly by Nature
• Smart, Quick Learner
• Get Things Done
• Team Player, Willing to Commit & Deliver

At SRPSupport (SRP), we are proud that our dedicated teams are respected service ambassadors for today's hottest U.S. Fin Tech corporations.

At SRP, we build personalized global support organizations that mirror each client's culture and mission. We create exceptional customer experiences through skillful hiring, ongoing product training, and best technology practices. Our goal is to provide our team members, clients, and customers with the best experience. With every personal interaction, we ensure we show our respect, empathy, value, and appreciation.

• Treat customers as you would want to be treated
• Create brand advocates by providing amazing customer support
• Answer incoming customer service and app-based inquiries regarding the application and individual company’s customer accounts
• Gather and record customer information and concerns, while tracking customers in CRM
• Perform basic troubleshooting
• Identify and escalate priority issues to next level support
• Provide professional telephone, chat, email interactions with proper etiquette
• Speak with a friendly, welcoming tone and manner
• Utilize our knowledgebase system to provide product and policy information
• Continue training to remain current with changing platforms and increase in your skills

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain, or to be interpreted as, an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this position.

• Personal Drive:
  You bring a sense of urgency, motivation, tenacity in achieving objectives
• Customer-oriented:
  You match the customer's needs to the capabilities of the client app
• Communicate Effectively:
  You convey knowledge and credibility with effective structuring of ideas, opinions, information (written and verbal)
• Results-oriented:
  You do what is needed to complete the work, learning new concepts and technology along the way, while delivering high quality results in a timely manner
• Problem-solver:
  You are able to explore a range of alternatives and options in resolving problems, and can quickly recognize new concerns and escalate appropriately
• Decision-maker:
  You make balanced and timely decisions, using the procedures provided
• Planning & Organization:
  You can plan, coordinate, monitor all support activity to ensure that you are optimizing your time to achieve all goals
• Easily Adapt to Change:
  You respond to change with flexibility
• Team Player:
  You live with a positive attitude and possess excellent interpersonal skills. You can work with all types of folks and can develop working relationships with colleagues globally.

• College degree, AA degree, an Active College Student, or have solid…