Customer Service Representative

OneVision Resources is hiring a Customer Service Representative to provide homeowners with a welcoming first point of contact for technology support. The role guides callers through support options, routes requests to Technology Specialists, supports membership enrollment, and maintains accurate ticket and client records.

Responsibilities:

• Establishing "The First-Minute Experience": Acknowledging both the technical problem and the stress it causes, signaling ownership early by letting the client know, “We’ll figure this out together“
• Managing Incoming Requests: Answering, screening, and forwarding support requests via telephone, ensuring clients are directed to the right Technology Specialist
• Navigating Critical Moments: Handling high-leverage situations, such as a frustrated homeowner who can't stream their favorite show or a new client who hasn't yet built trust with us
• Conversational Guidance: Using active listening to walk non-member clients through their support options and enrolling them in the appropriate membership package without using high-pressure sales tactics
• System Upkeep: Maintaining our web-based ticketing system to ensure all support events and client data are accurately documented

Requirements:

• You sound genuinely glad the customer called and are comfortable with silence and listening
• You can quickly detect confusion or stress in a caller's voice and adjust your tone dynamically to meet them where they are
• You make the customer feel "I've got you" by framing next steps as care rather than just a process
• You have an impeccable attention to detail and a self-starter mentality
• Prior experience in hospitality, retail, or care-based roles, even if that means you don't have prior phone experience
• Familiarity with CRM or ticketing software
• A genuine passion for consumer technology and a desire to learn about a unique, growing field