portal resources jobs companies i imprint customer support agent

Customer Support Agent


Customer Support Agents are experts on Imprint and their products. Agents answer phone calls, chats and emails from customers and work to resolve issues such as sign-up inquiries, rewards questions, payments, account management and troubleshooting. Support Agents are the go-to people when customers have questions or need assistance beyond their self service options. These are the situations where the right Agent can make all the difference for a customer.

Your Day-to-Day
  • Handle cardholder inquiries by phone, chat or email
  • Build customer loyalty through effective communication, adapting style when needed to serve different customer profiles
  • Research customer inquiries using appropriate tools
  • Determine root causes and identify solutions to customer issues
  • Leverage product knowledge to teach, demonstrate, guide and empower customers through self-service tools
  • Provide compassionate, timely resolution to customer inquiries while maintaining a positive and friendly demeanor
  • Document customer inquiries and feedback that will help improve consumer products, tools and operational processes
  • Serve as brand ambassador for Imprint and partner brands to ensure customer connection and loyalty
They Are Looking For Folks With
  • 2+ years Customer Support experience answering phone calls and emails
  • Passion for creating exceptional customer experiences
  • Excellent verbal and written communication
  • Exceptional organization and attention to detail
  • Strong problem solving skills to identify root causes and offer best solutions to resolve the customer need
  • Patience and empathy for customer frustrations
  • Emphatic commitment to personal growth and development
Bonus Points
  • Chat and social media experience
  • Escalations or tier 2 support in a contact center
  • Financial services industry experience
  • Experience writing/developing wiki or customer help center content
Perks & Benefits
  • Competitive compensation and equity packages
  • Leading configured work computers
  • 16 days of PTO per year
  • Fully covered, high-quality healthcare including fully covered dependent coverage
  • High-quality Medical, Dental, and Vision coverage
  • 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
  • An understanding that successful remote work requires flexibility and an appreciation for asynchronous work

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