Remote Customer Care Specialist - $17.50/hour - 1099 Contractor - Starts on 9/16

Job description

Customer Care Specialist (Voice, Chat, and Email). Must speak, read, and write in English...

TRAINING STARTS 9/16!!

Driven by our Passion for People, our Customer Care Specialists are keen on driving great customer experience. They provide client support via PHONE/CHAT, assisting with client inquiries, troubleshooting and general support. They respond to all client communication via phone or chat and provide client support regarding account inquiries, service, programs/promotions and .com/Direct technical issues.

Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues, or our non-profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters.

(5-Day work week): 8-hour shifts, weekends required.

  • (Availability for any 8-hour shift between 3:00pm - 2:00am EST)• Schedules cannot be negotiated.

Pay:
• Production pay is $17.50/Hour
• Training pay is $14.50/Hour

Qualifications:

· Amazing combination of agile thinking, high energy, passion, and persistence: resourcefulness

· Strong desire to be helpful and take ownership to resolve customer situations

· Excellent oral communication skills: clear diction, tone, and knowledge/use of proper grammar

· Positive outlook and enthusiastic attitude

· Conscientious team player

· Driven by delivering results

· Dependable and consistent, history of good attendance

· Naturally curious with an aptitude for learning and understanding quickly

· Ability to multitask by reading, typing, and navigating through applications while speaking to customers

· Prior customer service/troubleshooting experience preferred

POSITION RESPONSIBILITIES:

· Respond to client requests/inquiries via phone, including product purchases, service & quality inquiries, order status, product information, and general client support issues.

· Demonstrate high standards for quality service

· Keep up to date with product/procedural knowledge and assessing industry trends

· Work in tandem with the quality and training team to self-manage performance expectations

· Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development

· Maintain business acumen, courtesy, and professionalism when dealing with all client contacts

· Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately

· Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects

· Strict adherence to key performance indicators (KPI) as set by management.

· Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

· Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email. Agents may be asked to transition to between channels at any time.

REQUIREMENTS:

· 2-3 years’ experience in a business/professional environment; preferably in the service industry

· Comparable experience in an office environment encouraged

· Self-starter and ability to manage workload efficiently

· Exceptional written communication skills

· Demonstrate ability to deliver a high level of client service under high volume

· Commitment to client service and high-quality standards in grammar, punctuation, and written business acumen

· Professional, upbeat, and engaging oral and/or written communication

· Ability to develop relationships with clients, even in difficult situations

· Ability to advise and counsel clients in a quick and efficient manner

· Must be computer literate and internet savvy, e-commerce and online shopping experience preferred

· Experience in windows-based applications, specifically client relationship management tools preferred (ie, Instant Service)

· Excellent Data Entry skills / 45-55 wpm minimum

  • · Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required.

· Vacation blackout period applies during the holiday season and promotional periods

· Punctuality is essential

Equipment is NOT provided.

Work at Home Equipment:
• Macbook and Chromebooks are NOT allowed, only Windows based computers are compatible*

TECHNOLOGY REQUIREMENTS:
Minimum PC Requirements

CPU Speed:
· Dual Core 1.2 GHz or better·
. Intel Core i3 or AMD Ryzen 3 or better

Hard Drive
· 40 GB or more of available space
· 100 GB or more of total space

Memory:
• 8 GB of RAM or better

Operating System:
· Windows 10 Professional (Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro )·
. Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements:

Dual Monitors
· 1280 x 1024 (SXGA) screen resolution
· 1920 x 1080 (Full HD or 1080p)

· One monitor and one laptop OR 2 monitors

Minimum Internet Connectivity Requirements:

Standard Connection / Speed
· Must have Hard-wired connection (no wireless/WiFi)
· Minimum 45 Mpbs download speed / Minimum 10 Mpbs upload speed
· Internet connection must not be shared with more than 3 devices in the same location.

Job Type: Contract

Pay: From $17.50 per hour

Expected hours: 32 – 40 per week

Benefits:
• Referral program
• Work from home

Shift:
• 8 hour shift

Experience:
• Customer service: 1 year (Required)
• Retail sales: 1 year (Preferred)
• Call center: 1 year (Required)

Language:
• English (Required)

Location:
• Virginia (Required)

Work Location: Remote

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