Remote Customer Service - Part Time - Equipment Provided

Location: Remote, US

What Does aService AssociateDo?

• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our associates to be proactive in their communication and planning whenever possible.
• Meet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
• Engage Customers: You’ll need a passion for people. You'll be the voice of The Hiring Company and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
• De-Escalate Customer Concerns: Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
• Problem Solve: Solutions aren’t a one-size-fits-all approach so customer service associates do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.
• Escalate Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed on behalf of The Hiring Company customers and share any trends with leadership.
• Multitask: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
• Handle a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back calls during your shift.

What are the Pay & Benefits?:

Pay:

• Referral Bonus ($500 per eligible referral)
• Hourly Pay Rate: at least $15.60 hourly depending on location (tenure increases starting as early as 6 months)
• Quarterly Performance Bonuses

Benefits:

• Eligible Tuition Reimbursement (up to $5,250)
• 401(k) with company match up to 4%
• Paid Time Off (start accruing time immediately)
• 7 Paid Federal Holidays and 1 Floating Holiday
• Volunteer Day for Community Service (Paid Day Off)
• The Hiring Company Employee Discount
• Paid / Unpaid Parental Leave options

What are the Requirements?

• You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). Wireless (WiFi) access is not permitted for use. All other necessary computer equipment and accessories are provided by The Hiring Company.
• Be able to work at least 1 weekend day, for a total of 20 hours per week
• You must be 18 years of age or older.
• You must hold a High School Diploma, GED, or equivalent.
• A private and dedicated workspace free of any distractions (roommates, children, spouses, pets, etc.) or noise (radio, tv, etc.)
• A knowledge of working within Windows Operating Systems or equivalent.
• The Hiring Company wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
• Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.