Package Concierge®, the trusted leader in automated package solutions, is a Gibraltar Industries Company. We take pride in providing "best in class" customer support to our package locker users every day!
We are now hiring an experienced remote Customer Support Specialist, the successful candidate enjoys providing excellent customer service in a high-volume environment and has proven success in a remote work environment.
Our Customer Support Team is comprised entirely of employees working remotely in a virtual call center environment. Key success factors for this position are having a home environment conducive to a high volume of inbound/outbound calls, high comfort level with being on calls throughout a 10 hour shift, and ability to work productively with minimal supervision.
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Who we're looking for All your life, you've been a thinker - a practical innovator with rolled-up sleeves, a strong sense of purpose and healthy dose of optimist in you. A maker who gets things done. If you dream of using technology to make a difference in the world, we want you with us.
At Gibraltar, we're solving big problems and pushing the boundaries of what's possible, changing lives with smarter products and services in agtech, renewable energy and residential products that will shape a better future for people and the planet. So we're looking for more than great talent, we're looking for good people with a unique point of view - creators ready to tackle our most important challenges.
If you thrive in a collaborative and inclusive culture, working side by side with talented teammates or hand in hand with customers and communities to solve real-world technology problems, we want to hear from you.
Schedule (four 10-hour shifts)
Tuesday - Friday from 11:30am EST to 10pm EST with rest breaks one meal period
What you'll do
Provide impeccable customer service support over the phone, email and chat
Display a highly organized working style, with exceptional multi-tasking abilities
Achieve or exceed established KPIs and other benchmark goals
Utilize software (Salesforce and Talkdesk), databases, and other required tools appropriately
Use active listening skills with callers, to confirm and/or clarify all information
De-escalate or follow call escalation process to Supervisor as needed
Complete positional training and ongoing corporate compliance and cyber security training
Troubleshoot and resolve product or software related issues
Participate in group meetings and problem-solving
Other projects as requested
What you'll need to be successful
2 years of experience in a remote call center environment
Experience supporting technical products such as software, computer user help desks or similar scenarios
Strong communication skills, able to speak and write clearly and informatively
Ability to work remotely with people, data, and CRM systems effectively
Experience working in enterprise types of systems - specifically Salesforce and Talkdesk
Resilient and able to work calmly under pressure
Excellent organizational and time management skills
Accountability, reliability and prompt responsiveness during work hours
Ability to interact positively with colleagues and customers to effectively solve problems
Proactive, self-directed and able to work independently to complete position requirements
A home environment conducive to a high volume of inbound/outbound calls
What we offer
Health & Welfare
Medical, dental, and vision insurance plans for employees and dependents
Health care & dependent flexible spending plans
Free Life and AD&D coverage with supplemental coverage options
Employee assistance programs focused on mental, physical and financial health
Financial Wellbeing
Competitive compensation
Bonus opportunities
Generous 401(k) plan
Time Off
Paid time off, including vacation, volunteer time off, sick leave, and paid holidays.
Community & Personal Development
Donation matching and time off to volunteer
Educational reimbursement
Who we are
Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.
Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com
EEOC
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.