Remote Customer Support Representative-Full Time/Part Time

DMS’ Purpose

We are creating a culture of service. We empower others to grow, rise, and give back – accelerating positive change in the world. We lead with the heart to bring out the best in you – which brings out the best in us. We do well so we can do good.

Position Overview

The Customer Support Representative is responsible for assisting customers by providing information about products or services, addressing inquiries, and resolving complaints. The role involves ensuring a positive customer experience by addressing concerns in a timely and efficient manner.

Key Responsibilities

Customer Assistance

Answer customer inquiries via phone, email, chat, or social media.

Provide product/service information, pricing details, and troubleshoot issues.

Ensure customers have a positive interaction with the company.

Problem Resolution

Identify customer issues and provide accurate solutions, including step-by-step instructions or troubleshooting.

Escalate complex issues to relevant departments or management.

Follow up with customers to ensure their issues are fully resolved.

Documentation

Maintain detailed records of customer interactions, complaints, and feedback.

Update customer accounts with relevant information and resolutions.

Track customer feedback for improvement in products/services.

Product Knowledge

Stay updated on product or service changes, new features, and policies.

Provide feedback on common customer queries to help improve product development or customer support processes.

Customer Retention

Work to retain customers by offering solutions and promoting relevant services/products.

Build rapport with customers to foster trust and long-term relationships.

Team Collaboration

Work with other teams (like Sales, Technical Support, etc.) to ensure customer issues are resolved effectively.

Participate in training sessions and team meetings to improve service standards.

Qualifications

• High school diploma or equivalent required.
• Strong communication skills and ability to manage sensitive information with discretion.
• Strong organizational skills with attention to detail and ability to multitask.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with HRIS systems is a plus.
• Interest in HR operations, M&A integration, and change management.
• Adaptability and problem-solving skills in a fast-paced environment.

What We Offer

• Hands-on experience in customer service operations during a fast-paced and dynamic business environment.
• Exposure to customer support strategies, problem-solving techniques, and improving customer satisfaction.
• Networking opportunities with senior customer service leaders and cross-departmental teams.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with HRIS systems is a plus.
• Interest in HR operations, M&A integration, and change management.
• Potential career advancement opportunities beyond the entry-level role, with room for growth in customer support, sales, or management.

Traits/Values

• Integrity – adhering to high ethical principles and professional standards.
• Trustworthiness – Being honest, dependable, and earning the confidence of others.
• Excellence – consistently being the best you can be.
• Responsible – being reliable and trustworthy.
• Accountability – being obligated and willing to accept responsibility for one’s actions.
• Dignity – behaving in accord with DMS basic principles.
• Respect – treating others as you would have them treat you.

Our Values

Gratitude * Integrity * Fun * Teamwork * Excellence * Diversity &

Respect * Innovation * Commitment * Humility

Job Title - Full Time/Part Time

Job Location

This is a remote role

AFFIRMATIVE ACTION STATEMENT

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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