Remote Contract/Employee Position – Work from home or private
GreatAuPair is the leading online international job matching
service, designated by the US Department of State as a sponsor of the
US Au Pair program. We're seeking an experienced Internet-savvy CSR with
strong communication, technical, writing, social media, and lead
GreatAuPair is recognized as one of the Top 15
Remote Employers. Join our team or share this with someone you know who might be
The successful candidate will possess the following required
The position requires resolution of customer support requests
using company informational resources and problem-solving techniques.
Excellent writing skills are required for email support and company
blog posts, Twitter updates and Facebook entries. Professional phone
support skills and experience are required.
4+ years consumer-related customer service experience or its
4+ years of Internet and computer experience with both Microsoft
Windows and Mac OS environments. Proficient in IE, Chrome,
Firefox, Safari, Microsoft Office Suite, Photoshop or equivalent, Acrobat
Distiller/Reader, Skype, WordPress, Facebook, Twitter/TweetDeck.
Articulate communicator with excellent English written and
Must remain calm and empathetic in confrontational situations.
Proven ability to resolve customer complaints and technical
issues with grace and professionalism.
Must demonstrate active listening skills with the ability to
quickly absorb and apply new information while anticipating the
Serve as a catalyst for new product ideas and service
Sharp analytical skills sufficient to gather and interpret data
to make informed autonomous decisions.
Proven ability as a team player and a self-starter who can work
independently, take initiative and get jobs done in a timely manner.
Must be able to work in a virtual environment via telecommute
over high-speed Internet access in a quiet and protected workspace
free from background noise such that the performance of duties is done
in the most professional manner.
Typing skill of 60+ words per minute.
Exceptional organizational skills with the ability to
Consistent, positive “can-do” attitude with the
confidence to back it up.
Must be kind, selfless, authentic, friendly and courteous.
College graduates preferred. Fluency in foreign languages is a
Experience as a Cultural Exchange Participant/Facilitator, Au
Pair, Nanny Babysitter, Pet Sitter, Personal Assistant or Senior Care
Provider, or in hiring care providers in the
past is a plus.
Must be available and committed to work according to the
Monday – Friday: 9 am – 6 pm CST
Occasional weekend vacation coverage
Hours may also vary based on actual workload. Time off is available
arrangement with other support team members to cover your scheduled
work shifts. Specific work times will be agreed to prior to hiring.
Minimum 2-year commitment required.
Job Duties and Responsibilities
Principal Duties and Responsibilities:
Represent the company as the primary point of contact for all
customer communication via phone and email; direct inbound calls to
appropriate staff as needed.
Quickly and professionally resolve customer issues by providing
technical guidance and information regarding company services,
products, procedures and terms. Investigate site problems and complaints.
Communicate with customers regarding resolution.
Promote the value of company’s services to customers.
Receive and process sales calls when customers wish to pay by
Resolve credit card disputes, process voids and credits
(duplicate transactions) per company policy.
Update online customer records as required for all
Resolve customer issues related to their online photos. Scan,
optimize and upload photos to customer accounts as needed.
Establish and build trust with all customers at every
Provide status reports and pass-downs to management for review.
Monitor new and modified accounts for terms of service
violations; make corrections and notify customers of violations as
needed to enforce terms.