Call Center Operations Team Overview
The Aspira Customer Service Center is a fast-paced, customer-focused environment that delivers 24/7/365 support to customers across the US and Canada. Our team helps customers with reservations, permits, purchases, and general inquiries while ensuring a smooth and positive experience at every touchpoint.
Position Purpose and Impact
As a Customer Service Representative, you'll be the voice of Aspira helping customers navigate their questions, complete reservations, and feel confident in their experience. This role plays a critical part in building customer trust, satisfaction, and long-term loyalty through exceptional service.
- Pay Rate: $17.75 per hour
- Part-Time: Up to 29 hours per week with opportunity for additional hours based on business needs
- Schedule: Schedule varies based on business needs with opportunities to pick up additional hours during peak times.
Responsibilities
- Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues.
- Follow established processes to assist customers with reservations, ticketing, permits, and other services.
- Effectively transfer customers to the appropriate department when needed.
- Seek management support when necessary for complex issues or escalations.
- Document customer interactions accurately according to company standards.
- Update customer accounts and system information accurately.
- Meet individual KPIs and support department goals for customer service excellence.
- Adhere to company policies, procedures, and performance standards.
- Complete all required training and coaching within set timeframes.
- Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.
- Contribute to a positive team environment by delivering best-in-class service and supporting department goals.
- Perform other duties as assigned to support the contact center.
- A flexible schedule is required, including evening or weekend hours
What we are looking for:
- Strong customer service skills with a professional, calm demeanor.
- Ability to listen attentively, demonstrate empathy, and respond to customer needs.
- Builds rapport with customers through friendly and professional interactions.
- Proficient in following scripts and documenting customer interactions.
- Demonstrates ownership and accountability, ensuring customers receive exceptional service.
- Strong communication skills, both verbal and written, with excellent attention to detail.
Minimum Qualifications
- 1+ years of experience providing support in a customer service role.
- Proficiency in telecommunication tools and SMS
- Basic proficiency in Microsoft Office Suite.
- General internet skills and the ability to use various online tools.
Preferred Qualifications:
- Familiarity with contact center software (e.g., Amazon Connect, Five9, Genesys, Verint, Calabrio).
General Physical Demands
The below physical demands are representative of those required to successfully perform the essential functions of this job.
- Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
- Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
- Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
- Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
- Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. An ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.
