SMASH, Who we are?
We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. We believe in long-lasting relationships with our talent. We invest time getting to know them as individuals and understanding what they are looking for as their professional next step. We aim to find the perfect match. As agents, we make sure to pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent, fast.
We purposefully move away from the "contractor" or "outsourcing" type of relationship. Our clients don't want contractors or "just a service." Neither does our talent.
Our Benefits Work from Home English Academy for Employees and Relative Business Skills Coach – Certifications Discounts with Tech Universities Events and additional Perks This position is Remote to work with a US Company, you will require to have Citizenship or work permit in Costa Rican to apply for this role.
Respond to customer inquiries by telephone or e-mail to provide a one-contact resolution while providing a best-in-class customer experience.
Resolve routine and fundamental problems and communicates solution or requested information to the customer.
Analyze a customer's service needs and resolve the customer's needs with an understanding of process and collaboration with fellow departments.
A customer relationship application or database may be used to record activities and research product information.
Education and Experience High school diploma 3+ years prior work experience in Customer Service, with 2 years or more of this in a remote environment You must clearly explain how the work you do helps support customers and the company Primary Responsibilities Answers telephone calls, gathers information, and solves customer's needs within one call Process payments from customers using various collection methods to includes inbound & outbound calls while adhering to company guidelines.
Communicate maintenance issues to customers via outbound calls, e-mail, or text.
Serve as backup to the sales team on limited, overflow reservations & rental opportunities.
Determine and provide solutions by caring, appreciating, and informing the customer.
Problem-solve issues while on the phone and collaborate with the correct department to resolve the issue Job Specifications Excellent customer experience and soft skills (empathy, acknowledgment, and de-escalation) Verbal and communication skills Organize and plan work Copes well with changing situations Analyze situations and problems, negotiate solutions with customers Manage multiple tasks and utilize various systems to resolve customer issues on the call Working Conditions/Physical Demands This is a WFH position, the candidate will need an appropriate set up to work from home (Internet- work appropriate environment related to noise and focus) Requires repetitive typing motion, talking, hearing, grasping, and feeling.
Work is for 5 days a week, could include weekends, Schedule availability.
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