Customer Service Representative

*Must work EST hours*

Shift = Monday-Friday -8-hour assigned shift can be between 8:00am -9:00pmEST

Training = Monday-Friday -9am-5:30pm EST. (possible for it to change to 8am-4:30am EST)



Questionnaire:

Add city and state at the top of the resume

1. Do they have reliable internet at home with ethernet connection (required)?

2. They have a quiet place to work at home remotely?

3. Are they comfortable working EST hours and up to 9pm EST two nights a week?

4. Do they have experience in a virtual call center environment? IT (non-technical) help desk support?

5. Must be on camera for all Interviews.



We are recruiting individuals to support our members experiencing technical difficulties within our mobile app or website. This is a member service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or support resetting a password, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team.



We are looking for individuals who enProduct troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.



The call center is open from 8:00 am to 9:00 pm ET and this is a work from home position. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. You should be willing to work until 9:00 pm ET at least two nights a week. Training will take approximately three weeks and we expect 100% attendance during training which is held from 9:00 am to 5:30 pm ET, Monday through Friday.



All equipment will be provided and must be returned upon separation from the company. Only company issued equipment is approved for use.



Position Summary:



Required Qualifications:

A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.

A location within your home free from distraction during your scheduled hours.

1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.

1 year experience working in a virtual call center.

Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)

Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.

Excellent communication skills both verbal and written

Keyboarding ability to key 45 WPM with 95% accuracy rate*** We will require a demonstration of your keyboarding skill during the interview.

Microsoft 360 basic applications (Outlook, Teams, One Drive)

Avaya One X or comparable telephonic software knowledge such as Five9

Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)







Preferred Qualifications:

Demonstrate the following soft skills:



Experience supporting complex and nuanced work.

Ability to discern key points to assist with problem resolution, getting to the heart of the issue

Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.

Ability to follow direction, multi-task and adapt to change

Ability to learn in an on-line/telework environment

Utilize on-line resources to perform job responsibilities



Duties:



- Managing member issues through a ticketing system

- Meeting service level agreement (SLA) for resolution

- Utilizing resources to address issues

- Documenting all interactions

- Answering inbound calls and making outbound call follow-ups



Experience:



• Minimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus. * Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members. * Computer experience is required with proficiency in Microsoft Outlook, Word and Excel. * Basic alpha number data entry skills with attention to accuracy and quality is essential. * Ability to work with people in a team environment while meeting individual performance goals. * Must be able to read and interpret policies, procedures and instructions. * Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.



Education:



High School diploma or GED