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Remote Customer Service Rep

Atlanta, GA

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Description

Remote Customer Service Representative 

Wage: $14.00 (with pay incentive for more) 

The Remote Customer Support Specialist (RCSS) supports meeting departmental standards and working directly with customers (end-users), distributors, and retailers to ensure accurate adjudication of purchased protection plans. This is accomplished by ensuring calls received in their queue within the Contact Center are answered within established time frames and Service Levels, and that they adhere to all scripts, review all established notes, review plan materials, and utilize all available data and tools to make sound judgements on the company’s behalf within the parameters of their training and all applicable Standard Operating Procedures (SOP’s).

DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description is intended to describe the general nature and level of work to be performed by the individual assigned to the position. Job results and criteria are intended to describe those functions that are essential to the performance of this job other duties may be assigned.

  • Correctly adjudicate service requests according to established company polices and Protection Plan purchased.
  • Ensure service requests have been routed to appropriate department/personnel.
  • Comply with established contact center policies, procedures and Standard Operating Procedures (SOP’s).
  • Use all tools, training, and other support elements to determine the best step/method/procedure/standard to use to solve problems and meet objectives.
  • Adhere to schedule as assigned.
  • Accurately review, interpret, and communicate details of customer’s protection plan as it is outlined on their account.
  • Demonstrate ownership of customer related concerns, ensuring follow through on all commitments as they are made.

Schedule and shifts: Monday to Friday; 1st and 2nd shifts available

Compensation: $14/hr with the option to receive incentive benefits

Job Requirements

Experience and Education Required

  • High School diploma or equivalent
  • Prior contact center experience encouraged
  • Successful completion of training program
  • Career Readiness Certification (CRC) preferred
  • Experience with Microsoft Office Suite: Office, Excel, Word

 

Specific Knowledge, Skills, and Abilities Required

  • Ability to manage difficult, escalated calls, claims and emotional customer situations with calm professionalism
  • Respond promptly to customer needs
  • Respond to requests for service and assistance
  • Ability to maintain confidentiality of personal and related topics
  • Strong technical skills
  • Outstanding Customer Service skills
  • Professional oral/phone skills to include; speaking clearly and persuasively in a positive professional tone during negative or difficult situations.
  • Ability to work with direct manager and other managers/business leaders to ensure cost containment
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