Seasonal Customer Service Representative (Maryland - Remote)

Aspira is a customer-focused organization that delivers support to customers across the US and Canada. As a Seasonal Customer Service Representative, you will assist customers with inquiries and reservations, ensuring a positive experience and building customer trust and satisfaction.

Responsibilities:

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues
• Follow established processes to assist customers with reservations, ticketing, permits, and other services
• Effectively transfer customers to the appropriate department when needed
• Seek management support when necessary for complex issues or escalations
• Document customer interactions accurately according to company standards
• Update customer accounts and system information accurately
• Meet individual KPIs and support department goals for customer service excellence
• Adhere to company policies, procedures, and performance standards
• Complete all required training and coaching within set timeframes
• Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work
• Contribute to a positive team environment by delivering best-in-class service and supporting department goals
• Perform other duties as assigned to support the contact center
• A flexible schedule is required, including evening or weekend hours

Requirements:

• Applicants must be currently located in the state of Maryland for this role
• Applicants must be legally authorized to currently work in the United States
• 1+ years of experience providing support in a customer service role
• Proficiency in telecommunication tools and SMS
• Basic proficiency in Microsoft Office Suite
• General internet skills and the ability to use various online tools
• Strong customer service skills with a professional, calm demeanor
• Ability to listen attentively, demonstrate empathy, and respond to customer needs
• Builds rapport with customers through friendly and professional interactions
• Proficient in following scripts and documenting customer interactions
• Demonstrates ownership and accountability, ensuring customers receive exceptional service
• Strong communication skills, both verbal and written, with excellent attention to detail
• A flexible schedule is required, including evening or weekend hours
• Familiarity with contact center software (e.g., Amazon Connect, Five9, Genesys, Verint, Calabrio)