CX Specialist - Chat, Phone & Video - Work From Home

About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. A few years ago Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. In three years, we’ve never lost a client. 

If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting you an interview for a full-time job within the month.

Think of us as your personal talent agent, and good luck with the application :)

About The Role

Frontier is looking for a dynamic, tech-savvy, client-facing CX Specialist with excellent communication skills to join our team.  

You will be the first point of contact with current customers and responsible for researching issues, handling complaints; making sure every interaction, be it chat, email or phone, ends with a customer who feels completely cared for.

Responsibilities

  • Work with customers and solve their issues to their satisfaction
  • Answer questions and resolve issues based on phone calls/email/video chats from customers
  • Triage requests to appropriate staff
  • Document and track contacts and resolutions for all interactions
  • Educate the customer on our self-service options
  • Make sure every customer feels heard

Personal attributes

  • A flair for customer service along with prior experience
  • Upbeat, enthusiastic, pleasant personality and attention to detail
  • Excellent listening skills and energetic phone presence
  • Professional, competitive, determined, and results oriented
  • Flexible, open-minded, and able to deliver success despite ambiguity
  • Dedicated to tracking and improving performance and efficiency on a daily basis

Job specific requirements

  • Excellent internet for video calls
  • Ability to work on the US time zones 
  • Excellent English, including understanding of a wide array of idioms (assessed via written, phone and video tests)
  • 1-2 years in a customer service role
  • Prior experience with CRM or any customer service or ticketing software

Salary & Benefits

  • Competitive annual salary between ~$7000 to $8000 (based on experience)  
  • Learning opportunities
  • Working in a great culture

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