Customer Service Representative - Remote - Must Live in Indiana

Job description

You must reside in Indiana, to apply for this position. This is a remote (work from home) position.

Shifts Available:

Monday - Friday (7am-3pm EST/8am-4pm CST)

• Work-at-Home Technical Requirements: You Must have the equipment below to perform this job. We do not supply the equipment.

Computer & Accessories - (We cannot use Chromebooks, MacBook or Apple computers)

• You must have either a PC tower or a Laptop computer. Windows 10 Based. Minimum CPU 2.0 and a minimum of 8 GB available RAM
• All equipment must be hardwired
• USB Keyboard and Mouse
• Noise-canceling USB headset that is not Bluetooth
• Jabra BIZ 1500, Logitech h390 or Sennheiser SC60 recommended headset
• Ethernet cable long enough to connect directly from your work location to your Internet router location

Home Internet_

• Stable Cable, DSL, or Fiber ISP internet connection with a minimum 25 Mbps download
• Wired Ethernet between modem and PC without the use of an adapter: Wi-Fi / wireless is not supported.

Summary of Job:

Responsible for supporting our client’s customers through inbound/outbound phone calls, email, chat, and other communication channels as required. Agents will be scheduled accordingly, with the expectations of exceeding/meeting in all areas of quality and performance. Agents will be required to exceed/meet key performance metrics and client service level agreements (SLAs).

Essential Job Functions

• Ability to meet and maintain set standards for calls answered per hour, average talk time, and average after-call work time.
• Ability to meet and maintain quality standards through call quality monitoring, work error rates, soft skills, and telephone etiquette.
• Effectively communicates through both written and verbal context.
• Delivers an exceptional customer experience across all client brands.
• Resolves customer’s product or service situations, utilizing available tools/resources, processes, and soft skills.
• Strives for first-call resolution.
• Ability to multi-task and efficiently support the needs of each customer interaction.
• Works well independently, as well as cohesively with a team to reach desired departmental goals and expectations.
• Displays strong problem-solving skills, with the ability to determine when necessary to escalate a call for proper resolution.
• Ability to complete assigned and self-directed work in a timely and efficient manner.
• Keeps customer and company information confidential.

As a Work-at-Home (WAH) employee, you will have additional responsibilities concerning your home environment and the requirements regarding the capabilities of your computer. You must have a quiet workspace with a door, free from any distractions.

Competencies

• Building Customer Loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.
• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Decision Making – Gathering information, and assessing alternative resolutions.

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Work Location: Remote