Customer Service Agent REMOTE
Employment Type : Full-Time
Do you want to work for a company that cares about you and your future? Worked at a call center but didn't like the horrible culture and turnover? Come work for Elevation Connect, a company that works hard every day to keep our employees happy and successful! We are dedicated to making you succeed in your position as well as teaching you the skills you need to move up!
Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AZ, AL, CO, FL, GA, MI, MN, MS, NC, SC, SD, TN, TX, VA, NC, KS, LA. (Remote)
This campaign is for a premiere retail brand.
The training class will begin on 11/1/2021 for one week of paid training.
Hour of operations are Sun-Sat 8:30 am – 5:30 PM MT (WILL INCLUDE WEEKEND HOURS) (MUST BE AVAILABLE TO WORK AT LEAST ONE WEEKEND DAY)
Pay Rate: $14/hr. There is a $500 Retention Bonus payable after 3 months of employment.
Benefits- Dental, Health, Vision, 401K, PTO
As a Remote Sales and Service Associate, you will be the one providing the customer experience and brand reputation through inbound and outbound phone interactions. The Sales and Service Associate manages the customer experience by providing support throughout the cycle of service to include placing orders, answering inquiries, educating, advocating, resolving post-sale issues, and enhancing marketing and sales opportunities.
As a Remote Sales and Service Representative, you will be responsible for:
- Supports the customer experience by accurately placing orders, and effectively answering inquiries regarding services, product availability, features and benefits, timeframes, pricing, promotions, policies, procedures, refunds, replacements, returns, exchanges, shipping, parts, swatches, and gift cards.
- Acts as the voice of the customer recording and surfacing comments, ideas, preferences, and suggestions through SharePoint surveys or other available venues.
- Identifies, reports and escalates service gaps (through SharePoint surveys or other available venues), consumer complaints, and issues related to consumer safety, product quality, and technology, including those posted in various social media consumer outlets and specialty marketplaces.
- Accurately resolves customer-impacting issues independently and within the first contact as is reasonably possible, and avoids the creation of unnecessary Magic tickets, re-work, consultations, and interaction transfers.
- Utilizes employee training materials, SOP’s (standard operating procedures), charts, SharePoint, and any other supplemental resources and documentation necessary to serve the customer comprehensively, accurately, and independently.
- Increases AOV and sales conversion by “Saving the Sale”, offering up/cross-sells, wrap-ups, and through other sales enhancement programs.
- Meets attendance, efficiency, productivity, adherence, and contact quality goals and standards to include wrap-up %, email capture %, average talk (ATT), and after-call-work (ACW) time.
- Demonstrates a passion for serving others, whether they are internal or external stakeholders, and balances exceptional service with a drive for profitability and cost control.
- Supports the company and Contact Center values, mission, goals, initiatives, and policies through compliance, leading with recommendations, maintaining a positive attitude, and focusing on solutions, resolution, improvement, progress, and the customer experience.
- Demonstrates innovation, insight, ideation, ingenuity, independence, and initiative, and actively identifies and peruses opportunities to improve individual and departmental performance and the customer experience by completing surveys and utilizing other venues offered for feedback.
- Perform other duties as assigned.
Position Requirements
- Be at least 18 years of age.
- Must pass a criminal background check.
- Be available and flexible for a shift during the hours of operation.
- Strong organizational and time management skills
- Has developed a broad perspective on problems and can identify new, less obvious solutions.
- Self-initiative with the ability to multi-task and exhibit good judgment in a fast-paced environment.
- Completes work with a limited degree of supervision.
- Strong verbal and written communication skills
- Excellent listening, interpersonal and organizational skills
- Basic computer skills and knowledge in Google Apps (google sheets, Docs, Drive, Chat, & Gmail) Preferred
- Previous customer service/sales experience preferred
- Contact center or retail experience is preferred
- Must pass typing, customer service, and a basic computer literacy assessment
Work at Home Requirements:
- Stable high speed Internet connection at home, must be able to pass a speed test
- Must have a quiet home office with a door, zero background noise
- Must have own computer and USB headset
Technology Requirements:
- PC
- Dual Core CPU (1.5GHz or better)
- 4GB RAM
- 20GB Free Disk space o Windows 7, 8, 8.1, or 10
- Macs
- Intel Core i7, 2.3 Ghz
- 4GB RAM
- Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
- Chromebooks and Linux systems are not supported.
- High speed internet
- Internet connection should support at least 144 kbps
- Latency from agent to data center should be under 150ms one-way.
- Wireless connections (wifi) are not supported. Agents should be directly connected to their ISP router thru an Ethernet cable.
- Wired USB Headset required