The Customer Loyalty Operations Support (OS) Team plays an essential role as the liaison between the company and its subscribers in handling unique and complex situations. OS Agents must possess a deep understanding of Fluent Home products, services, systems, processes, and policies. OS Agents must be able to work with minimal supervision, monitor, and perform work in multiple workflow queues to ensure tasks are completed in a timely manner. OS Agents must demonstrate: the ability to provide world class customer service, a passion for taking ownership, strict attention to detail, and solving complex customer issues. Individuals in this role must be goal-oriented and pride themselves on performing quality work.

These issues will include but not be limited to the following:

Perform all essential functions of the Customer Loyalty inbound team

Respond to customer inquiries received through all channels (phone, email, chat, social media, etc…)

Perform outbound calls as required (customer follow-ups, surveys, etc…)

Respond to, and resolve customer issues and internal inquiries by email

Communicate and collaborate with other teams and departments to research and/or resolve customer inquiries

Provide support to internal Customer Loyalty Agents by answering questions posted in Fluent’s internal chat

Act as the first line of defense in solving problems for escalated customers

Ability to find solutions to complex problems which promote customer loyalty and preserve business interests

Receive and process customer correspondence, attach documents to customer accounts, assist in maintaining customer records in Fluent systems

Submit check requests on behalf of customers for buyouts, reimbursements, or claims

Demonstrate a general technical comprehension, a familiarity of Company products and effective troubleshooting skills.

Qualifications

High school diploma or general education degree (GED)

A minimum of 1-2 years of Customer Service related experience

Mastery of the English language; both verbal and written, with proper spelling and grammar

Ability to perform basic mathematical calculations; add, subtract, multiple, divide, and percentages

Demonstrated multi-tasking and problem-solving skills

A willingness to work flexible shifts and weekends when business needs dictate

A proven track record of consistent and reliable attendance

Must have a positive “can do” attitude and contribute to a positive work environment