Note: The job is a remote job and is open to candidates in USA. The Aaron's Company, Inc. is an industry leader in the sales and lease-to-own retail sector, known for its commitment to quality and customer service. They are seeking a Customer Support Associate who will manage issues presented by stores and corporate offices, maintaining positive customer relationships and providing troubleshooting support. The role involves answering calls, documenting interactions, and performing level 1 troubleshooting to resolve customer inquiries.

Responsibilities

• Answer and respond promptly and professionally to incoming calls, chats, and email
• Document interactions completing troubleshooting steps using knowledgebase articles to work towards issue resolution
• Establish and maintain a good rapport with callers by using positive language and anticipating their needs
• Perform level 1 troubleshooting on reported issues
• Update all work performed and document incident details until the issue is resolved
• Handle, document, resolve or escalate any email issues presented

Skills

• Basic to intermediate technical knowledge
• Basic to intermediate troubleshooting skills
• Excellent communication and customer service skills
• Intermediate call center skills
• Familiarity with customer-relationship management (CRM) software programs (ServiceNow)
• Strong command of written and verbal English
• Excellent organizational and multitasking skills
• Ability to maintain a calm and polite manner in stressful situations
• Ability to work morning, afternoon, night, and weekend shifts
• 1 year of customer service in a call center environment required
• High School Diploma required
• 2 years of customer service in a call center environment preferred
• College degree in Information Technology or Technical college degree preferred

Benefits

• Paid time off, including vacation days, sick days, and holidays
• Medical, dental and vision insurance
• 401(k) plan with contribution matching
• Sundays off
• Employee assistance program
• Employee purchase program with exclusive discounts
• Physical and financial well-being programs
• Tuition reimbursement
• Employee Business Resource Groups
• Life and disability insurance
• Paid paternal leave
• Pay on Demand

Company Overview