Customer Support Associate

• →Respond to a high volume of incoming customer interactions, such as phone calls, email, chat, and social, as applicable and in accordance with business needs, in a fast-paced & demanding environment.
• →Provide a world-class experience by creating personalized connections and always showcase an enthusiastic, empathetic, and professional demeanor.
• →Demonstrate genuine respect and appreciation for customers through active listening and provide accurate and timely solutions that build trust and value in our clients brand.
• →Effectively navigate multiple systems and programs to research, troubleshoot, and resolve consumer concerns during initial contact.
• →Record accurate and concise documentation in a computer-based system to facilitate a meaningful and positive customer experience.
• →Proactively identify and communicate trends with leadership to support informed decision-making.
• →Take ownership of your professional development to enhance skills critical to your success and maintain a high level of performance in all KPIs (Key Performance Indicators).
• →Actively participate in feedback and one-on-one sessions to support continuous improvement, professional development, and alignment with performance goals.
• →Maintain knowledge of and adhere to company and department policies and procedures.
• →Support and participate in a diverse team culture at Helium in accordance with professional guidelines outlined in the employee handbook.
• →Adhere to published schedules, including break scheduling, to ensure consistent coverage and timely service, demonstrating respect for customers.
• →Always adhere to security policies to ensure data security, confidentiality, and compliance.
• →Support other programs and/or duties as required.

Duties and responsibilities may be added, deleted, or changed to meet the needs of the organization.

• High School Education or equivalent combination of experience/education
• Prior customer contact center experience is preferred
• Excellent verbal and written communication skills – fluent in English
• Excellent comprehension & problem-solving skills
• Ability to remain self-motivated, driven, and professional
• Excellent organizational, time management and multi-tasking skills
• Must be flexible with schedule to work during department hours of operation, including days/evenings/weekends/holidays as needed
• Ability to use and navigate a Windows computer operating system, Internet, and other programs
• Ability to effectively utilize a comprehensive knowledge base to research solutions that address customer concerns
• Ability to complete repetitive job duties
• Ability to sit for long periods of time throughout your scheduled shift
• Ability to handle calls using equipment such as a headset
• Ability to type using equipment such as a keyboard