Customer Support Representative III

Job Summary

Customer Support Representative III

Who are we ?

Welcome to the #1 home exchange community in the world

At HomeExchange, we envision a new mode of travel: through home exchanges.

Our company runs today the world’s largest home exchange community, with 300k members in 155 countries. Thanks to an innovative system, the platform offers a flexible and secure service, so that the members live an authentic experience based on trust and hospitality. Our way of life is shared by the worldwide HomeExchange community. It is in keeping this vision that we take on new initiatives every day to design unforgettable experiences for our members.

We find that respect, freedom, and kindness go hand-in-hand with ambition, innovation, and confidence. If you see yourself also manifesting these notions, searching for authentic experiences and exhibiting a concern about the preservation of our planet we invite you to join us. Let's build the future of travel together!

Job description

We are looking for a customer-focused team member to join our Team in USA (Florida, Michigan, Wisconsin)

As a member of our Support Team, you will have a direct impact on customer experience and our overall product. This is a full-time and work-from-home position.

Working days : Saturday to Wednesday

Your day-to-day will include:

Identify members’ needs

Help our members become experts at using our platform

Answer emails of members from around the world to find solutions to their issues (difficulties on a page, cancellations, refunds, etc.)

Help our members find an exchange (and enjoy the best vacation of their life!)

Create your own project, (or participate in the creation) with the aim of continuing the innovation of HomeExchange.com

Working hours : 9am-5h30pm West Coast, 12pm -8h30pm East Coast

What are we looking for

Required Qualifications:

Excellent communication skills, verbal and written

Skills in Microsoft Office

Calm and composed under pressure, able to triage and respond to a high volume of urgent requests quickly and accurately while maintaining quality and a steady, reassuring tone.

Strong organizational and interpersonal skills

Must be able to deal effectively with confrontational situations

Detail oriented

Understand and follow work rules and procedures

Accept constructive feedback

Team player

Preferred experience

You like teamwork and international environments

You love helping people and making them happy

You are an expert at listening and communicating

You are adaptable and enjoy working in a fast-paced environment

You are accurate, organized and reliable

You have the ability to take initiatives

You are an avid learner and like sharing your knowledge

Prior experience in customer service

Knowledge of a second language (French or Spanish ) is highly desirable

Experience with support/CRM tools, such as Zendesk

What we offer:

20 days Paid time off

401(k)+401(k) match

Health insurance

Dental insurance

Vision insurance

Paid parental leave

Domestic and international seminars

Free membership to our platform

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance

Work Location: In person