Customer Support Representative (Credit Repair)

Position Overview:
The Customer Support Representative at Stay Vigilant plays a vital role in delivering top-tier service to our clients, ensuring their satisfaction throughout the credit repair process. This position requires a deep understanding of credit, related laws, and the ability to interpret credit reports accurately. Prompt and clear communication is essential for success in this role.

Key Responsibilities:

Client Interaction:

Handle Inquiries: Respond to client questions and concerns via phone, email, live chat, or social media regarding credit repair progress, billing, and service details.

Provide Support: Offer empathetic and effective assistance to clients, ensuring their needs are met and concerns addressed promptly.

Issue Resolution:

Resolve Problems: Tackle client issues efficiently, escalating more complex matters to the appropriate manager or department when necessary.

Follow Up: Ensure all client issues are resolved and follow up to confirm client satisfaction.

Record Keeping:

Update Client Records: Maintain accurate records of all client interactions in the CRM, documenting conversations, issues, and resolutions.

Track Requests: Ensure all client requests are tracked and resolved in a timely manner.

Client Education:

Explain Services: Clearly explain the credit repair process, timelines, and expected outcomes to clients.

Provide Guidance: Offer insights on credit repair strategies and best practices to help clients understand their credit reports and improve their credit scores.

Client Retention:

Enhance Client Experience: Deliver a positive client experience to foster long-term relationships and client loyalty.

Promote Services: Inform clients about additional services or promotions that may benefit their credit repair journey.

Feedback Collection:

Gather Client Feedback: Collect and relay client feedback to the appropriate teams for continuous improvement.

Identify Issues: Recognize common issues or complaints and communicate them to management for resolution.

Performance Metrics:

Track KPIs: Monitor key performance indicators such as response time, resolution time, and customer satisfaction to meet and exceed company targets.

Provide Reports: Submit regular reports on client interactions and outcomes.

Collaboration:

Coordinate with Other Teams: Work closely with sales, operations, and credit repair teams to ensure seamless client service and efficient problem resolution.

Qualifications:

Proficiency in English with clear communication skills.

Strong understanding of credit and related laws.

Ability to read and interpret credit reports.

Experience in customer service or support roles.

Strong problem-solving and organizational skills.

Ability to respond quickly and effectively to client inquiries.

Application:
If you are passionate about helping clients improve their credit and are skilled in providing excellent customer service, we encourage you to apply. Join Stay Vigilant and play a critical role in empowering our clients on their credit repair journey.