About the Role
Handles incoming customer calls and messages to resolve account-related questions, process requests, and provide accurate information using internal systems and resources.
Responsibilities
- Answer incoming customer calls within established service standards
- Resolve account inquiries related to billing, services, and access
- Document interactions and update customer records accurately
- Escalate complex technical or billing issues to appropriate departments
- Follow company protocols for data security and verification
- Provide clear explanations of policies and procedures
- Assist customers with service changes and account updates
- Meet performance targets for call handling and resolution
- Maintain up-to-date knowledge of product offerings
- Navigate multiple software systems simultaneously during calls
- Adhere to compliance standards for customer privacy
- Respond to customer concerns with empathy and professionalism
- Work assigned shifts including evenings and weekends
- Complete required training modules on time
- Follow quality assurance feedback to improve performance
- Report system issues or recurring customer complaints
- Guide customers through self-service options when appropriate
- Maintain consistent attendance and punctuality
- Participate in team meetings and coaching sessions
- Adapt to changing workflows and system updates
Compensation
Competitive hourly wage with performance-based incentives
Work Arrangement
Remote position with scheduled shifts
Team
Part of a national customer support team handling high-volume inquiries
Technology Requirements
- Must have a Windows or Mac computer less than five years old
- Stable broadband connection with minimum 10 Mbps download speed
- Wired Ethernet connection preferred over Wi-Fi
- Up-to-date antivirus software installed
- Chrome or Firefox browser with latest updates
Onboarding Process
- New hires complete a two-week paid training program
- Training includes system navigation and call simulations
- Background check required prior to start date
- Equipment setup supported by IT team
- Probationary period lasts 90 days after training
Not available for this position
