• Provide inbound call support in both English and French • Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution. • Conduct outbound calls in both English and French to resolve customer requests as needed. • Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team. • Provide end to end support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes). • Assist customers, drivers, or operations teams with urgent support requests and serve as the primary point of contact. • Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions. • Communicate clear and timely updates to customers and drivers about any trip changes. • Build and maintain positive relationships with customers to ensure satisfaction and retention. • Educate customers on Department of Transportation (DOT) rules and regulations. • Follow up with customers to confirm their needs were met after resolving issues. • Collaborate with internal teams to ensure smooth and efficient customer experiences. • Track and monitor service requests, escalating operational delays when necessary. • Maintain detailed and accurate records of customer interactions in ticketing system. • Adhere to company policies, procedures, and service-level agreements (SLAs). • Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution. • Partner with team leads or managers for escalated support or policy exceptions. • Provide reassurance and solutions to customers experiencing disruptions. • Stay up-to-date with product updates and service changes. • Participate in training sessions to enhance customer service strategies and operational knowledge.

Description Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring! Clarity Partners is seeking a fully remote Customer Service Representative local to Chicago, IL with a demonstrated understanding of service center support processes and procedures. This position will serve as the first point of contact for customers seeking assistance over the phone or through email. This position is responsible for analyzing and responding to queries involving bills and charges. Responsibilities: - Act as the initial and primary point of contact for customers reaching out for assistance, through inbound phone calls and emails. - Provide proper resolutions and deliver accurate information for customer account related questions, concerns and requests while fully adhering to all policies, procedures, and protocols. - Walk the customer through and explain billing types, charges, and rates. - Thoroughly research and analyze each customer inquiry by taking the appropriate action to effectively resolve each situation. - Direct unresolved and out of scope issues to the next level of support personnel or to the proper department. - Promote and demonstrate a positive customer and team experience by maintaining the highest standards of personal ethics, service quality, communication, and professionalism always. - Provide accurate information on billing types, charges, rates, and municipal requirements. Requirements Requirements: - 1-3 years of experience servicing customers within a call center and billing environment. - Exhibit strong and effective verbal and written communication skills and demonstrates a professional, friendly, and courteous demeanor. - Proficiency in English. - Computer literate with pc knowledge and the ability to navigate through multiple applications effortlessly. - Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum. - Must commit to maintaining good attendance with minimal unscheduled attendance occurrences including late arrivals, early leaves, and absences. - Must have a strong attention to detail, time management and organizational skills to achieve quality work performance. - Highschool diploma or GED required. Clarity is committed to fair and equitable compensation practices. For the Customer Service Representative role, the hourly rate is $17.00/hr. The pay rate represents a good faith estimate that Clarity reasonably expects to pay for this job at the time of posting.

• Garantir a melhor experiência aos clientes, do onboarding à adoção diária, fornecendo informações proativas para o melhor uso da plataforma • Realizar o onboarding, rotinas de acompanhamento e comunicação com os nossos novos clientes • Auxiliar o time de produto na melhoria contínua da plataforma, colhendo feedbacks dos clientes e buscando alternativas para aumentar o engajamento e valor entregue • Monitorar KPIs e evitar o churn da carteira de clientes • Buscar continuamente formas de otimizar processos e rotinas do time, utilizando ferramentas de automação, IA e plataformas no-code para aumentar eficiência e escala no atendimento ao cliente

• Responding to customer enquiries via email and other written channels — professionally and promptly — in German • Resolving issues, complaints, and questions with empathy and efficiency • Ensuring every customer interaction reflects the company's standards and brand voice • Identifying recurring issues and flagging them to the broader team • Keeping records accurate and up to date • Collaborating with internal teams to ensure seamless customer experiences