Circular Action Alliance ยท 5 hours ago
Producer Support Rep II (Customer Service)
United States
Full-time
Remote
Mid Level
$32/hr - $36/hr
3+ years exp
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Responsibilities
Serve as the first point of contact for producers seeking assistance with registration, compliance, and general inquiries related to the EPR compliance process.
Resolve producer issues and act as a first point of escalation for the Producer Support team and escalating more complex cases to the Producer Support Manager or relevant team members for further investigation.
Handle inquiries across multiple communication channels (e.g., email, phone, chat), ensuring consistency and professionalism in all interactions.
Guide producers through the registration process, providing clear instructions and troubleshooting any issues that may arise.
Assist producers with understanding their compliance requirements and obligations, directing them to relevant resources and tools to facilitate compliance.
Enter and update producer information in the CRM system (Salesforce), ensuring that records are complete, accurate, and up to date.
Track and categorize all producer inquiries, ensuring they are properly labeled for analysis and reporting.
Maintain and update case logs to track open inquiries, providing updates to producers and internal teams as needed.
Notify Producer Support Manager of gaps or errors in knowledge base articles to help ensure accurate and complete documentation across the Producer Services team.
Identify and report gaps in existing resources based on producer inquiries and feedback, suggesting updates to enhance self-service options.
Direct producers to self-service resources, such as FAQs, guides, and the knowledge base, to help them resolve common issues independently.
Guide customers through the registration, reporting, and fee payment process, while also serving as a resource for other support team members.
Work closely with the Producer Support (Customer Service) Manager to ensure escalated issues are resolved promptly and to help refine team processes.
Collaborate with other Producer Support Representatives to share best practices, troubleshoot challenging issues, communicate internal process or procedural bottlenecks to management, and ensure consistent service delivery in alignment with all training guides.
Serve as a mentor for other support representatives and foster a collaborative and solutions-oriented team culture.
Contribute to team performance goals by meeting or exceeding expectations related to inquiry response times, resolution rates, and producer satisfaction.
Collect and document producer feedback on the registration and compliance processes, sharing insights with the team to improve services.
Qualification
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Required
High school diploma or equivalent required
Minimum 3 years of experience in customer service, help desk support, or a similar role
At least 1 year of customer service leadership experience is a plus
Strong customer service skills, with the ability to communicate clearly, professionally, and empathetically with producers
Adept at troubleshooting complex issues and finding efficient solutions with a focus on balancing customer needs and organizational goals
High attention to detail with experience in data entry and case management, ensuring accurate tracking of inquiries and producer records
Proficient in using CRM systems (e.g., Salesforce), email platforms, and other customer service tools
Ability to manage multiple inquiries and prioritize tasks effectively, ensuring timely responses and resolution
Ability to work independently, but with a collaborative mindset, and a willingness to share knowledge and support other team members in delivering excellent service
Preferred
Associates degree or equivalent experience in customer service
Experience in compliance, regulatory environments, or CRM systems (Salesforce)
Familiarity with Microsoft Office
Benefits
Medical, dental, and vision benefits
Life insurance
Retirement
Paid time off
Company
Circular Action Alliance
Circular Action Alliance (CAA) is a U.S.
Founded in 2022Washington, District of Columbia, US
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
