Support and Solutions Specialist

Legacy.com | $47,000-$52,000

Steph's Notes:

I'm not sure there's anything more suspicious culture-wise than a company listing "casual dress" as a benefit.

Or – as my friend Alexis pointed out – that they list just one snack as a benefit.

I'd also like to point out that this is, of course, a remote role.

Original Job Description: Support and Solutions Specialist

Company Overview

Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Uniquely open to profound messaging at this focused moment, users respond by sharing memories, purchasing gifts, finding event information, and making plans. Legacy delivers its community-targeted content daily via 1,500 local news media partners.  We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our vision is to become a full-service end-of-life and memorialization resource.

Position Overview

As a Support and Solutions Specialist, you’ll be working collaboratively in a close, supportive environment that is receptive to new ideas. Our Support team is made up of successful and genuine people who demonstrate compassion daily. This role requires handling inbound and outbound phone calls on a daily basis, regular email correspondence with customers, flexibility in your day-to-day responsibilities, learning and adaptation of operational workflows, and confidence to improvise as needed.

Responsibilities

• Quickly assess customer and client needs to offer solutions
• Communicate with customers and clients via email, chat, and phone to help resolve issues, and provide explanations of website features
• Explain products and services in a kind and respectful manner, demonstrating knowledge of company product lines, services, and policies
• Troubleshoot, follow through and solve technical issues related to affiliate websites across all Legacy.com product lines, or escalate as appropriate
• Employ critical thinking and good judgment when alternate solutions or escalation to other teams is appropriate
• Master and retain information about new product launches and updates to the site
• Collaborate and build partnerships cross-departmentally

Requirements

• Minimum of 3 years experience in Customer Service or a related field
• Must be able to work a schedule that regularly includes evenings and weekends
• Quiet, noise-free home office/workspace that is free of distractions
• Must have and be able to maintain an uninterrupted high-speed internet connection
• Empathetic and service-oriented mindset
• Excellent communications skills, both written and verbal
• Excellent problem-solving, time management, multi-tasking, and critical thinking skills
• Strong attention to detail with the ability to work independently or collaboratively as needed
• Flexibility and comfort level with ambiguity in a fast-paced environment
• Proficient in MS Office products (Word, PowerPoint, Excel) and Google tools (Google Docs).
• Experience with call center software, Salesforces, or Jira is a plus

Hourly Pay

$20 to $25 per hour

Available Shifts
Multiple Shifts Available

Work Location

This is a fully remote position. We are open to accepting applicants in the following states: AZ, CO, FL, IL, IN, KY, LA, ME, NC, NY, PA, TX, UT, VA, WI 

Benefits

Legacy.com offers a very generous and comprehensive benefits package, including:

• Medical, Dental, and Vision, Basic & Supplemental Life Insurance, HSA/FSA, Accident Insurance, Employee Assistance Program, and more!  (Day 1 Insurance Coverage, no waiting period)
• Generous employer healthcare contributions via HSA/HRA
• Accrued paid time off
• 401k plan with discretionary employer match