Customer Support Agent

About the Client

The company specializes in vehicle reimbursement and risk management solutions aimed at supporting employees who drive. Combining decades of industry experience with technology, it optimizes workforce expenses and productivity using data-driven insights and strategic planning. The firm partners with leading Fortune 500 corporations worldwide and is recognized as a trusted provider in vehicle reimbursement services.

Role Overview

The Customer Support Agent will serve as the key contact for users of the Everlance B2C product line, ensuring their issues are resolved promptly and questions addressed for a seamless experience. This role is instrumental in sustaining high customer satisfaction levels and facilitating communication with leadership and team members internally.

Key Duties

• Efficiently respond to customer inquiries and problems through phone, email, and chat channels, adhering to service standards.
• Employ a customer-focused approach to boost satisfaction.
• Manage and set realistic expectations to maintain positive interactions.
• Accurately document customer cases and status updates.
• Review and process submitted customer documents and forms.
• Serve as the Subject Matter Expert on assigned Everlance products and support responsibilities.
• Collaborate with management to address escalated issues promptly.
• Occasionally work outside regular hours, including evenings and weekends, as needed.

Candidate Requirements

• At least one year of experience in customer service or support; background in technology or SaaS preferred.
• Proficient verbal and written communication skills in English; knowledge of French is advantageous.
• Quick adaptability to new software and fast-paced environments.
• Experience providing support across multiple platforms such as phone, email, and live chat.
• Dependable with consistent punctuality and meeting daily work objectives.
• Strong communication skills for escalation and coordination.
• Familiarity with taxation processes including reimbursements and compliance is a plus.
• Experience using support software such as Zendesk or Salesforce is beneficial.

Compensation and Benefits

• Hourly pay rate starting at $20.00 USD, varying according to experience and qualifications.
• Access to company-sponsored medical, dental, and vision insurance plans.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) available.
• Paid time off policy without restrictions for vacation and personal use.
• Up to 40 hours of annual sick leave.
• 401(k) retirement savings plan with employer matching contributions.
• Company-paid life insurance and short-term/long-term disability coverage.
• Support programs for family planning and parenting.
• Well-being programs covering mental, physical, professional, and financial health.
• Reimbursement programs for home office expenses and internet/cellular costs.
• Generous parental leave policies: 16 weeks maternity leave, 12 weeks paternity leave.

Additional Information

This employer is committed to equal opportunities, valuing diversity and inclusiveness regardless of race, color, religion, gender identity, sexual orientation, or national origin. Note that the recruitment platform facilitates connections but is not the hiring employer or Employer of Record for this role.