Job description
Job description
POSITION RESPONSIBILITIES:
Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers
Demonstrate high standards for quality service
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
Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base
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
QUALIFICATIONS:
High school diploma or equivalent.
1-2 years Call Center Experience preferably in a live chat environment
Retail sales experience, preferably in an ecommerce environment
Excellent Data Entry skills/- 45-55 wpm minimum
Must be computer literate and internet savvy
Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)
Experienced in handling multiple chats at any given time
Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen
Professional, upbeat and engaging written communication
Excellent oral communication skills: clear diction, tone and use of proper grammar
Ability to deliver quality customer service in a high-volume environment
Ability to develop relationships with clients, even in difficult situations
Ability to advise and counsel customers in a quick and efficient manner
Ability to multitask by reading, typing, and navigating through applications while speaking with customers
Empathetic and active listening
Positive outlook and enthusiastic attitude
Conscientious team player
Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
Dependable, a history of good attendance and punctuality is essential
Proven track record of ALL of the following STRIVE values:
[S]ervice
[T]enacity
[R]esponsibility
[I]ntegrity
[V]ersatility
[E]ntrepreneurship
Salary & Benefits:
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.
WORK FROM HOME 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 or RAM or better is preferable
Operating System
Windows 10 Professional (No Macs or Chromebooks)
Information on how to upgrade to Windows 10 Professional can be found here:
Two (2) available USB 2.0 or greater ports
Minimum Monitor and Accessory Requirements
Monitor*
1280 x 1024 (SXGA) screen resolution
1920 x 1080 (Full HD or 1080p)
USB Headset with Microphone
JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function
Camera
Integrated or USB Camera
*Dual monitors may be required on some client programs
Minimum Software Requirements
Google Chrome**
Latest version of Google Chrome for Windows
**Certain client programs may require specific versions of Microsoft Internet Explorer
Minimum Internet Connectivity Requirements
Standard Connection / Speed
Hard-wired connection (no wireless)
Minimum 45 Mpbs download / Minimum 10 Mpbs upload
Internet connection must not be shared with more than 3 devices in the same location
Maximum Latency Threshold
120 milliseconds (ms)
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.