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Customer Service Agent

Company and Opportunity 

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.  

We have a diverse and talented team of employees who come to us from many kinds of backgrounds.  We have an immediate need for a Customer Service Agent to report to our Director of Support & Solutions. 

See our Chicago HQ: https://www.builtinchicago.org/2019/06/06/legacycom-new-chicago-office  

 

Position Summary

As a Customer Service Agent, you’ll be working collaboratively in a close, supportive environment that is receptive to new ideas. Our Customer Service team is made up of successful and genuine people who demonstrate compassion on a daily basis. Legacy.com is a market leader, looking to expand our client and end-user support teams. Successful candidates will demonstrate strong attention to detail, excellent written communication skills, compassion, intuitive emotional intelligence, unwavering patience and good active listening skills to best support grieving families. A high degree of competency using the Internet, Windows, and familiarity with support tools (CRM, chat, phone, email) should also be in your wheelhouse. You should excel at working independently, as well as within a team.

Shift

Monday-Friday, 9 am – 5:30 pm (fully remote)

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
  • Other duties as assigned

Desired Skills & Experience

  • Minimum 3 years experience in Customer Service or related field
  • Decisiveness, sensitivity, and good judgment
  • Empathetic and service-oriented mindset with high emotional intelligence
  • High degree of competency with the Internet, Windows, MS Office
  • Experience with Salesforce and/or Jira a plus
  • Experience with call center software including chat
  • Excellent verbal and written communication skills
  • Excellent critical thinking skills
  • Excellent active listening skills
  • Aptitude for patience
  • Strong multi-tasking skills
  • Strong attention to detail
  • Reliability

Benefits

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

  • Medical, Dental, and Vision Insurance
  • Life & Accident Insurance
  • Short and Long Term Disability
  • Paid Time Off
  • 401k plan
  • Medical, Dependent Care, and Transit Flex Spending Plans
  • RTA and CTA pre-tax payroll deductions
  • Employee Assistance Program
  • Friendly, team-oriented, open environment
  • Full-Time Remote with access to downtown Chicago office
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