ID.me

  • Member Support Associate (several different shifts)

    Location : Location US-VA-McLean
    Member Support
  • Overview

    ID.me is looking for an excelent Member Service/Support Associate who will be responsible for executing ID.me’s member verification procedures and providing technical support. You are the first line of communication between the company and our customers. Empathy is your middle name when assisting each and everyone of our customers.

    We're looking for an energetic and sympatheic team player, someone who is able to operate independently, demonstrate initiative, quick learner and has a keen understanding of customer support / operations management techniques and best practices in a technology environment.

     

    You'll be part of a great and fun team.  We work hard and play hard and our office is fun!

     

    We have positions open for the following schedules:
    Sunday through Thursday 10:30 am to 7 pm
    Tuesday through Saturday 3:30 pm to midnight
    Monday through Friday 3:30 pm to midnight

    Responsibilities

    • Respond to and resolve customers queries in a timely, accurate, and efficient manner through telephone, email, and live chat
    • Strict adherence to confidentiality and protection of private and sensitive information
    • Verify member identification and follow verification procedures (we will teach you this part)
    • Escalate critical support issues to the appropriate internal channels
    • Assist in creating first class Help Center Documentation
    • Increase customer satisfaction
    • Other tasks as assigned

    Qualifications

    • 6+ months in a technical customer service position or call center
    • Intermediate to advanced computer skills; including proficiency with internet and search engines, operating systems, and browsers; effective manipulation of multiple screens simultaneously
    • You must have excellent verbal, written, & interpersonal skills
    • You will be handling sensitive information and professionalism is a must at all times
    • Demonstrate effective time management and organizational skills
    • Ability to deal with persons in difficult and frustrating situations
    • Projects a competent, enthusiastic, and empathetic demeanor with customers
    • Ability to execute multiple tasks simultaneously in a fast-paced, high-volume work environment
    • Flexibility to quickly adapt within to changing business needs, priorities and processes
    • A passion for delivering an excellent customer experience
    • Flexibility and reliability to work nights, weekends, and holidays as needed
    • Strong initiative, drive to succeed, and impacable work ethics
    • Military experience is a plus, especially those with a personnel management MOS/rating/designator
    • Excellent attention to detail, spelling, and multi-tasking abilities
    • Outgoing, energized, and the ability to build great customer relationships


      Our Core Values:

      *Don't be a jerk. *Always compete. *Ask questions like a 5-year-old. *Inspire people with your passion. *Make something better everyday. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist not a talking head. *Be thruthful (even when is hard). *If the rule prevents the right outcome, then break the rule. *Reflect ID.me's values in your actions.

       

     

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