Job Type: Full-Time and Part-Time
Work Location: WAH
Hours: 11 AM - 7 PM Flexible
Salary: $12.75
About AnswerNet:
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.
Key Responsibilities:
- Engage with customers and clients, ensuring a positive and professional demeanor at all times.
- Address a variety of inquiries, including but not limited to authorization requests for telephone, energy, and other services
- Ensure compliance with all procedural, legal, and regulatory requirements throughout customer interactions.
- Maintain an organized and efficient workflow to meet service level expectations.
- Deliver exceptional customer service while handling both inbound and outbound interactions.
This role is ideal for individuals who thrive in a dynamic, customer-focused environment, and have a passion for creating meaningful customer experiences.
Essential Job Functions
Customer Experience:
- Handle a variety of inbound customer service calls, efficiently building rapport with customers through empathy, active listening, acknowledgment, and accurate information sharing.
- Interact professionally, respectfully, and energetically to address and resolve customer inquiries effectively.
- Leverage available resources as needed to resolve issues, demonstrating ownership and accountability in all interactions.
Relationship Building:
- Work independently and collaboratively as part of a team, actively engaging with teammates to achieve shared goals.
- Foster a supportive work environment through knowledge sharing and cooperative problem-solving.
Communication:
- Exhibit exceptional verbal and written communication skills when working with internal and external partners.
- Simplify complex topics, explaining them in clear and concise terms.
- Remain calm and effective under pressure, navigating ambiguity with adaptability and professionalism.
- Regularly provide and receive constructive feedback, and proactively report and document issues with detailed descriptions and examples.
Working Conditions / Physical Requirements:
- Maintain a quiet, distraction-free home office environment, simulating a professional office setting.
- Workspace: should provide a dedicated area separated from others while working.
- This job requires sitting for the majority of the workday.
- Flexibility to work various shifts, including days, evenings, and weekends, as needed.
Equipment and Internet Requirements:
- Employees are responsible for providing and maintaining their own equipment, which must meet the following specifications:
- Personal computer running Windows 8 or newer.
- Minimum of 8 GB RAM and an Intel Core i3 processor or newer.
- Internet connection must be DSL or cable (satellite or wireless ISPs are not acceptable) with a minimum speed of 40 Mbps download and 10 Mbps upload.
- A wired connection directly to the modem/router is required (ethernet cord required).
- A noise-canceling USB-connected headset for clear communication
- Webcam connected to computer
Software Requirements:
- Google Chrome web browser.
- Microsoft Office Suite (Word, Excel, PowerPoint).
- Reliable email provider with sufficient storage capacity for large files.
- Current and updated antivirus software.
Minimum Qualifications:
- At least 1 year of customer service experience in an inbound or outbound call center is preferred.
- Ability to commit to working a minimum of 20 hours per week.
- Dedicated workspace free from background noise and distractions (e.g., children, pets, TV).