Customer Service Representative II

Job Title: Customer Service Representative II
Location: Jacksonville, FL 32224 (Remote – Select U.S. States Only (See list below)
Duration: 3 Months+ (Potential to become Full Time Employee)

Position Summary:
Agents receive inbound telephone calls (no outbound calling) as a result of various marketing and partner campaigns. Engage with interested Security and Smart Home customers to qualify sales opportunities and schedule sales appointments with Field employees.
 
Job Duties:

• Answer incoming calls from customers and/or employees.
• Identify the reason for the call through discovery.
• Determine proper solution for customer, make recommendation, and overcome objections if needed.
• Transfer the call to the appropriate group for handling that ensures the optimum customer experience.
• Schedule appointments where applicable.
• Process cancellation requests where applicable.
• Perform other duties and related work as assigned.

 
Experience:

• Call center experience preferred.
• Sales experience preferred.
• Retention experience preferred.

 
Skills & Abilities:

• Basic knowledge of computer applications.
• Excellent problem-solving and communication skills.
• Ability to persuade customers and overcome objections.
• Ability to follow written, oral, or diagram instructions.
• Ability to maintain composure in difficult situations.
• Strong listening skills used to conduct needs analysis.
• Ability to multi-task while speaking to prospects.
• Must be able to work with confidential information regarding customer accounts and employee files.

 
Technology Requirements:

• Internet Service must be wired (WiFi not allowed).
• Minimum internet speed: 25 Mbps upload / 25 Mbps download. (Must provide screenshot from www.speedtest.net before interview.)

 
Work Schedule Requirements:

• Must be available for shifts that end no later than 10 PM EST.
• Must be available to work a Saturday shift with a rotating weekday off.

 
Eligible States:
Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, Wyoming.