Customer Care Agent

Are you looking to start your career in customer service and make a meaningful impact on people's lives? Aira, a leading innovator in assistive technology, is seeking enthusiastic and compassionate individuals to join our Customer Care team. As a Customer Care Representative, you will play a crucial role in providing exceptional support to our users, who are blind or have low-vision, as they navigate their day-to-day activities using our innovative platform.

Responsibilities:

• Customer Support: Respond promptly and empathetically to inbound calls, emails, and text message inquiries from Aira users. Provide guidance and assistance regards to billing, subscription plans, and any questions about Aira’s products and services.
• Technical Troubleshooting: Assist users with technical issues related to the Aira app or equipment, ensuring a smooth and seamless experience during their interactions.
• Training and Onboarding: Educate new users on how to effectively use the Aira platform, explaining its features, functionalities, and best practices.
• Documentation: Maintain detailed and accurate records of user interactions, ensuring all information is logged in the CRM system to track and manage customer issues effectively.
• Collaboration: Work closely with other Customer Care team members, sharing insights, and collaborating to provide consistent and exceptional support.
• User Advocacy: Be the voice of the users within the company, conveying feedback and suggestions to the product and development teams to continuously improve the Aira platform.
• Quality Assurance: Participate in quality assurance activities to ensure service excellence and adherence to Aira's standards.

Requirements

• Minimum 2 years of customer service experience
• Education: High school diploma or equivalent is required. Additional education or certifications in customer service or related fields are a plus.
• Disability Awareness: Experience working with people with disabilities or with accessibility technology, including full range of accommodations used by the blind and low vision community (e.g. JAWS)
• Communication Skills: Excellent verbal and written communication skills are essential for effectively assisting users and conveying information clearly.
• Empathy and Patience: Demonstrated ability to empathize with users and remain patient during challenging situations.
• Technical Aptitude: Basic understanding of smartphones, applications, and other technology-related devices is preferred.
• Problem-Solving Abilities: Strong analytical skills to identify and resolve user issues effectively.
• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities and customer needs.
• Team Player: Willingness to collaborate with colleagues and contribute to a positive team atmosphere.
• Availability: Flexibility to work various shifts, including evenings, weekends, and holidays, as call center operations may require. Weekends will be required.
• Bilingual: Proficiency in additional languages (French Canadian and Spanish) is a plus, as Aira serves a diverse user base.
• Maintain regular and consistent attendance.

Benefits

• 100% remote work - always was, always will be.
• Maximum of 40 Hours
• Supportive, integrated team environment with ongoing training opportunities.
• Paid training.

At Aira, we are dedicated to empowering individuals with visual impairments to live more independently and confidently. As Customer Care Representative, you will be at the forefront of delivering exceptional support and enhancing the lives of our Explorers. If you are passionate about making a difference and have a heart for customer service, we invite you to join our team and be part of a mission-driven organization.

Aira’s Values

• We are powered by people
• We pursue excellence & hold ourselves accountable for results
• We embrace change and agility
• We act with integrity, transparency, dignity and respect
• We are champions of inclusion, diversity and accessibility

Aira’s Operating Principles

• Agility: We reconsider priorities and solutions when presented with new information, scenarios, and opportunities.
• Focus: We operate with a plan, based on our roadmap and aligned to our priorities.
• Diversity: We embrace a workplace that celebrates personal differences and the way those differences make us all stronger.
• Scalability: We expect and demand repeatable, documented processes to replace ad-hoc operations, so we can scale growth and support career movement.
• Fiscal Responsibility: We make financial (or investment) decisions using radical optimism coupled with disciplined, fiscal conservatism.
• Transparency: We (Employees and Agent Staff) engage in open, honest, and direct, 2-way communication because we trust one another.
• Corporate Social Responsibility: We support the community in matters related to health, employment and independent living. This includes making our service available as broadly as possible to support these commitments.

Equal Opportunity Employer

Aira provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.