Client Success Support Specialist (Seasonal, Hourly)

Summary

Civitech is a public benefit corporation building tools and infrastructure to increase civic participation and support progressive causes. The Client Success Support Specialist serves as the primary contact for voters, handling calls, resolving voting-related issues, documenting interactions, processing requests, and escalating complex matters.

Responsibilities

• Handle inbound and outbound calls from voters, addressing their inquiries, concerns, or requests
• Provide exceptional service by actively listening to voters, empathizing with their issues, and providing appropriate solutions or assistance
• Accurately document voter interactions, concerns, or requests in Civitech's support software for future reference, reporting, and analysis
• Handle voter complaints or escalations in a professional and diplomatic manner, aiming to deescalate tense conversations and find a suitable resolution
• Adhere to established call center procedures, guidelines, and scripts to maintain consistency in communication and ensure compliance with company policies and state laws
• Efficiently manage call handling time to meet performance targets, such as call duration, call volume, and service level agreements
• Demonstrate empathy, patience, and effective communication skills when dealing with voters, especially in challenging or stressful situations
• Potential to support on text chase programs (responding to inbound text messages) via a texting application, as needed

Skills

• Effective verbal and written communication skills
• Active listening skills to understand voter inquiries and concerns
• Strong customer service orientation, focusing on providing a positive experience
• Ability to handle difficult or irate voters with empathy and professionalism
• Proficiency in using computer systems, software, and call center technology
• Collaborative mindset, working well with team members and supervisors
• Flexibility to adapt to changing outreach efforts and call center procedures
• Quick decision-making ability to resolve voter concerns or escalate them appropriately
• Track record of achieving and maintaining performance metrics, such as average handle time and first-call resolution rates
• Comfortable working in a fast-paced and occasionally stressful call center environment
• Availability to work flexible hours, including evenings, weekends, and holidays
• All applicants must possess independent US work authorization
• Experience working in client success or a call center environment is preferred but not required
• Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required

Qualifications

Must Haves

• Effective verbal and written communication skills
• Active listening skills to understand voter inquiries and concerns
• Strong customer service orientation, focusing on providing a positive experience
• Ability to handle difficult or irate voters with empathy and professionalism
• Proficiency in using computer systems, software, and call center technology
• Collaborative mindset, working well with team members and supervisors
• Flexibility to adapt to changing outreach efforts and call center procedures
• Quick decision-making ability to resolve voter concerns or escalate them appropriately
• Track record of achieving and maintaining performance metrics, such as average handle time and first-call resolution rates
• Comfortable working in a fast-paced and occasionally stressful call center environment
• Availability to work flexible hours, including evenings, weekends, and holidays
• all applicants must possess independent US work authorization

Nice to Haves

• Experience working in client success or a call center environment is preferred but not required
• Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required

Benefits

• Remote-first company; remote work arrangement