Customer Support Specialist

Tytan Teams is dedicated and committed to supporting the business operations, goals, and vision of our clients by providing them with the best remote staff who are valued, equipped, and supported to reach their career goals.

We are looking for a Customer Support Specialist for US Credit Repair who is naturally a problem solver – keen to details, quick to analyze, and excellent in managing time and daily tasks. The purpose of this role is to perform customer support and dispute process through calls, emails, and other means of support.

Job Duties and Responsibilities:
Receive and manage inbound calls from customers seeking assistance with credit repair services
Provide accurate and clear information about the company’s credit repair services, processes, and pricing
Make proactive outbound calls to customers in a professional and informative manner for follow-ups, updates, cross-selling/upselling, and status reports on ongoing credit repair cases (Offer solutions to retain clients and offer incentives for testimonials and reviews)
Collaborate with the client in creating a script to control the flow of the conversation
Identify and address customer inquiries, issues, and concerns (work tickets) related to credit reports, credit repairs, disputes, and provide potential solutions to retain them (Escalate complex or urgent matters as needed)
Educate customers about their rights and responsibilities, options with the credit repair process and explain the importance of maintaining a good credit
Accurately document customer interactions and relevant information in the company’s CRM system
Maintain detailed records of customer inquiries, issues, and resolutions
Stay updated on the company’s credit repair services, policies, and industry trends
Create an operations FAQ based on the customer’s questions
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers

Job Qualifications:
At least 1 or 2 years of proven experience as a Customer Support Specialist handling US Based client
Credit Repair Specialist experience is a huge advantage
Familiarity with credit reports, credit scoring mechanisms, and credit repair principles
Experienced in using different softphone software
Experienced in using CRM tools (Customer Relationship Management)
With knowledgeable of end-to-end credit dispute process is an advantage
Understanding of the laws related to Credit Restoration such as; (Preferred but not required)
Click to view Credit Repair Organizations Act
Click to view Fair Credit Reporting Act
3. Fair Debt Collection Practices Act &
4. The Fair and Accurate Credit Transactions Act
Excellent interpersonal skills, including the ability to quickly build rapport with potential and existing customers
Strong email management, phone contact handling, and active listening skills
Great critical and analytical mind with the ability to continuously improve through feedback
Excellent verbal and written communication skills
Ability to convey complex information clearly and concisely
Strong problem-solving aptitude to resolve issues effectively
Fast and Efficient with excellent time management and organizational skills
Detailed-oriented and keen on details
Capability to handle multiple calls and tasks simultaneously, maintaining quality and efficiency
Takes initiative, is a problem solver, and can work independently and under the pressure of deadlines
A team player who is proactive, flexible, results-oriented, and comfortable in a rapidly growing and changing environment
Great critical and analytical mind with the ability to continuously improve through practice and feedback
Customer orientation and ability to adapt/respond to different types of characters
Excellent interpersonal skills; customer oriented and has the ability to quickly build rapport with potential and existing clients

General Requirements:
Personal and backup computer running on at least Win10 or Mac OS High Sierra with at least 4GB of RAM (will vary depending on position title)
At least 5 Mbps internet speed for main and backup internet connection (will vary depending on position title)
Based in the Philippines with a dedicated workspace
Contingency plan in cases of power interruptions and internet connection problems
Excellent English communication skills
Previous experience as a remote worker / VA for US-based clients
Can commit to a full-time job
Willing to work on US Timezone