Location: United States
Date published: 07-May-2025
Job ID: 143954
Description and Requirements
Work Location: Remote, EST Time zone
Contact Centers Locations: Lakeland, FL and Massachusetts (for anyone who wishes to work onsite)
Schedule: 8:30 AM – 4:30 PM and 12:30 PM – 9:00 PM (OT available)
Position Type: Contract, 4 Months (potential for extension)
Our client is, well-known national brand in the beverage delivery space. The primary role of the remote Customer Service Representative (CSR) is to provide customer assistance on a wide array of topics including but not limited to: general inquiries, product and service inquiries, billing questions, and other concerns.
Responsibilities
- Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service and diagnosing customer needs and concerns
- Handle difficult customer calls in a courteous and professional manner
- Correctly enter information into our Customer Relationship Management (CRM) system according to the customer's needs and/or concerns
- Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities
- Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls
- Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio
- Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers support channels
- Primarily phone-based support.
Qualification:
- High school diploma, GED, or equivalent work experience
- Minimum of 1-year previous customer service and/or call center experience
- Previous experience with live chat and/or customer retention is a plus but not required
- Ability to thrive in a fast-paced environment
- Ability to display business maturity at all times and work efficiently without on-site supervision
Technical Qualifications and Requirements:
- The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation
- Work environment must be free from distractions, including any background noise that impacts the customer experience
- The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
- Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred
- Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers
- Your computer must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection
Call Volume:
- Typically 40–50 calls per day.