Responsibilities
- With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence
- Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, SMS, email, and Social Media, with phone as the primary focus and channel
- Answer questions about orders and requests, account status, products, and services, as well as provide website navigation and troubleshooting assistance high-quality customer service guidelines and policies
- Take ownership of issues and follow through to solve problems while exercising sound judgment and achieving a resolution exceeding customer expectations
- Monitor and report emerging customer trends and recommend process improvements
- Attend training and meetings to stay up to date with new products, services, processes, and policies
- Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, and productivity
Requirements
- 1+ years of demonstrated experience and success in Customer Service
- Bilingual Proficiency Required: Must possess fluent written and spoken skills in both English and French
- High school diploma or equivalent
- Polite, friendly, and courteous demeanor
- Respectful, flexible, and open-minded when dealing with a wide range of people
- Effective communication skills, both written and verbal
- Expertise in asking effective, probing questions, applying listening techniques to identify customer needs, and guiding conversations to resolve customer requests
- Able to provide sound recommendations and process improvement ideas based on ongoing customer support issues
- Excited to learn and grow; open and accepting of coaching and feedback
- Technically proficient and motivated to learn new skills
- Responds positively to change, embracing and using new learning to accomplish complex challenges
- Adaptable, self-motivated, and disciplined to work independently and exhibit ownership in a performance-based team environment
- Detail-oriented with a focus on meeting Quality Core Standards and goals
- Able to accurately document customer interaction details with limited errors
- Able to successfully pass a pre-employment background check and employment reference check where permissible by state and local regulations
- Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift
- Due to the home-based nature of this job, the Customer Service Representative is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, a wired USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable
- Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
Nice to Have
- Experience in a fast-paced call center environment
- Experience working with a customer service ticketing system (e.g., Zendesk, Talkdesk, etc.)
- Previous remote work experience
Benefits
- medical, dental, and vision insurance
- paid time off
- flexible spending accounts
- life insurance
Additional Information
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting various initiatives to help promote diversity and inclusion in the workplace
- language requirements: Bilingual Proficiency Required: Must possess fluent written and spoken skills in both English and French
- equipment: Due to the home-based nature of this job, the Customer Service Representative is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, a wired USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable
