Customer Support Associate

Customer Support Associate

Employment Type: Full-time
Pay: $19.00–$24.00 per hour

We're hiring a Customer Support Associate to handle day-to-day customer questions, account requests, and service issues across phone, email, and digital support channels.

The role requires more than sending standard responses. You'll need to understand why a customer has contacted us, review the information available, and determine what can be resolved immediately and what needs additional investigation.

You'll be expected to take ownership of the requests you handle and leave clear records so customers don't have to explain the same situation every time they contact us.

What You'll Be Responsible ForCustomer Inquiries

You'll be one of the first points of contact when a customer needs assistance.

Depending on the request, you'll:

• Answer inbound customer calls and digital inquiries
• Verify customer and account information
• Explain products, services, charges, and company procedures
• Assist with account changes and service requests
• Check the status of existing orders or requests
• Provide accurate information using internal resources
• Make sure customers understand what will happen next

Resolving Customer Issues

Not every question will have an immediate answer.

When a customer reports a problem, you'll review their account history, ask appropriate questions, and work through the available options.

You'll be responsible for:

• Investigating routine account and service issues
• Identifying the cause of common customer problems
• Completing approved corrections or updates
• Escalating cases that require specialist or supervisor assistance
• Following up on unresolved requests when necessary
• Communicating realistic next steps and timeframes to customers

The goal isn't to get through conversations as quickly as possible. It's to resolve the request accurately while providing a professional customer experience.

Documentation & Systems

Accurate records are an important part of the position.

After customer interactions, you'll document the reason for contact, actions taken, and any outstanding next steps in the appropriate system.

You'll regularly work with customer account software, internal knowledge resources, email, and other support tools.

Training will be provided on company-specific systems.

What We're Looking For

Previous customer support experience is helpful, but not required.

You should be able to:

• Communicate clearly by phone and in writing
• Listen carefully and ask relevant questions
• Remain professional when customers are frustrated
• Navigate multiple computer applications during a conversation
• Enter information accurately
• Follow established procedures without sounding scripted
• Prioritize multiple customer requests
• Recognize when an issue needs to be escalated
• Work independently while knowing when to ask for assistance

Experience in customer service, call centers, retail, hospitality, reception, administration, or another customer-facing role can transfer well into this position.

Position Details

Pay: $19.00–$24.00 per hour
Employment: Full-time
Training: Paid

Eligible full-time employees may receive health, dental, and vision insurance, paid time off, paid holidays, ongoing training, and opportunities to progress into senior customer support or team-focused positions.

Applicants must be authorized to work in the United States.

We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to legally protected characteristics.

If you're comfortable taking ownership of customer problems, communicating clearly, and working through issues until there's a defined next step, we encourage you to apply.

Pay: $19.00 - $24.00 per hour

Work Location: In person