Operations/Support Team Member (Negotiations Support Focused)

Company
Path One Group, LLC (and our subsidiaries Utiliz LLC & Viv Network LLC)

Job Type
Full time

Salary
Competitive hourly rates

Location
Remote

About Our Company:
Established in 2018, PathOne Group is passionate about giving our customers a way to live life that is easier, more affordable, and more satisfying. We have a suite of products and services that help our customers live life better. Our flagship product, AutoPilot, is a bill negotiation service that has saved our customers millions of dollars to date! Nationwide, customers overpay by nearly $60 billion per year and our goal is to negotiate on our customers behalf as we help them keep the services they love, but at better prices!

Description of the Role

The Operations/Support Team member is a highly skilled representative who is responsible for providing support to our Customer and Consultant base by utilizing their in-depth knowledge of company services, policies, and procedures. The ideal candidate must be able to adapt in a fast-paced environment, multi-task and communicate professionally. In addition to the standard Operations/Support duties, this team member will work with our Negotiations department as a Negotiations support specialist and act as a link between our customers and our expert Savings Advocates to resolve all concerns quickly and accurately.

Principal Duties and Responsibilities

• Work as a liaison between our Savings Advocate Team and our Operations/Support Team to resolve customer concerns as it relates to our Bill Negotiation service
• Handle inbound volume of emails, chats and calls to provide quality service to our Customers and Consultants
• Make outbound calls to Customers, Consultants, and different service providers in an effort to work and resolve any issues
• Maintains a professional tone and demeanor when communicating verbally. Is equally adept at resolving issues via written communication when appropriate.
• Handles escalated customer situations and is comfortable professionally deescalating them
• Enters detailed documentation of all customer interactions with accurate and complete notes into the appropriate database
• Identifies and reports trends affecting the Operations/Support team or our Customer and Consultant base.
• Works collaboratively with other Operations/Support Team Members, Management, and staff in other departments
• Maintains an up-to-date knowledge of Company Policy and Procedure, Department Standard Operating Procedures, and Call Quality Requirements
• Performs other duties and department projects as requested

Required Experience & Skills

• Minimum of 2+ years of Customer Service experience in a Call Center or Customer Support role
• Proficiency in the Microsoft Office Suite (Excel, Word and PowerPoint)
• Excellent verbal and written communication skills
• Self-starter and quick learner
• Effectively able to problem-solve and multitask
• Detail oriented, organizational skills and can prioritize
• Bilingual is a plus

To apply

If you are interested in an open position with our company, please send an email to us with your resume, cover letter and any other supporting information.