Call Center Operations Team Overview
The Aspira Customer Service Center is a fast-paced, customer-focused environment that delivers 24/7/365 support to customers across the US and Canada. Our team helps customers with reservations, permits, purchases, and general inquiries while ensuring a smooth and positive experience at every touchpoint.
Position Purpose and Impact
As a Customer Service Representative, you’ll be the voice of Aspira helping customers navigate their questions, complete reservations, and feel confident in their experience. This role plays a critical part in building customer trust, satisfaction, and long-term loyalty through exceptional service.
The below physical demands are representative of those required to successfully perform the essential functions of this job.
The Aspira Customer Service Center is a fast-paced, customer-focused environment that delivers 24/7/365 support to customers across the US and Canada. Our team helps customers with reservations, permits, purchases, and general inquiries while ensuring a smooth and positive experience at every touchpoint.
Position Purpose and Impact
As a Customer Service Representative, you’ll be the voice of Aspira helping customers navigate their questions, complete reservations, and feel confident in their experience. This role plays a critical part in building customer trust, satisfaction, and long-term loyalty through exceptional service.
- Target Start Date: March 2026
- Pay Rate: $17.20 per hour
- Part-Time: Up to 29.5 hours per week with opportunity for additional hours based on business needs
- Schedule: Schedule varies based on business needs with opportunities to pick up additional hours during peak times.
- 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
- 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.
- 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.
- Familiarity with contact center software (e.g., Amazon Connect, Five9, Genesys, Verint, Calabrio).
The below physical demands are representative of those required to successfully perform the essential functions of this job.
- Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
- Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
- Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
- Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
- Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
- Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. An ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.