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)
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