Job Description:
• Serve as a primary point of contact for clients
• Manage inbound and outbound communications
• Use web-based tools to resolve customer inquiries
• Connect with customers via phone, email, chat, and/or social media
• Resolve and de-escalate customer issues
• Escalate interactions when necessary and appropriate
• Handle caseload if required
• Respond to assistance requests and/or process payments
• Track call-related information for auditing and reporting
• Provide feedback on call issues
• Upsell if required
• Collaborate with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
Requirements:
• High School Diploma or equivalent
• Minimum of 6 months of customer service experience
• Must be 18 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems
• General knowledge of Windows-based systems
• Customer service and/or sales experience preferred
• College degree preferred but not required
• Ability to follow established procedures
• Ability to collaborate with team members, supervisors, and support departments
• Outstanding communication, listening, and analytical skills
• Strong organizational and problem-solving skills
• Ability to prioritize tasks and work well under pressure
• Ability to work within a structured schedule that includes a variety of shifts
• Sharp critical thinking skills
• Dedicated workspace near router for a hardwired Ethernet connection
• Internet speed of at least 25 Mbps download and 10 Mbps upload
• ISP latency under 50ms
• Internet connection cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P, or VPN
• Proof of internet speed required
Benefits:
• Comprehensive health benefits, which may include medical, vision, and dental
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Career advancement opportunities
• Inclusive and diverse workplace culture
• Support for active-duty service members, veterans, and military families