Customer Service Associate (PH)

OtherCustomer Service Associate

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Requirements Summary

Full Time positions available Open availability preferred, may include weekdays, weekends, nights and holidays HQ is locate

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OtherCustomer Service Associate

Compassionate, detail oriented, friendly, open-minded, and eager to help people
Able to solve problems quickly and creatively - we often need to think of solutions on the fly
Able to learn and adapt to changing software (being tech savvy is a must)
Excellent at communication - both written and verbal
Able to adhere to a set schedule and be productive independently
Ability to upsell / offer relevant products and services to existing customers
Ability to utilize multiple systems and resources to find a solution to the caller’s problem multitasking is key
Ability to adhere to strict schedule adherence (not just attendance, this includes limited unscheduled breaks, returning from scheduled breaks / lunches on time, adhering to expected handle time for calls once ramped)
All agents must have a quiet workspace where they will not be interrupted or overheard
All candidates who are hired will spend the first few weeks after completing training handling emails and chats. Once they become proficient in emails and chats, they will transition to phone support as part of their regular job responsibilities.
Phone support will be a daily requirement and will require 85% or higher schedule adherence (meaning that they take minimal unscheduled breaks). Real time adherence associates monitor statuses and all day associates will be contacted if they are out of adherence.
This is a high volume program. Candidates should expect to be on back to back calls throughout their day with limited down time.

~2 min read

Inbound Phone, Chat, SMS, Email, and Social Media channel experiences are a must.
High school diploma or equivalent
Call center experience must be within the last 2 years
1+ year inbound phone experience required
Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr. shift)

A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't allow customized or jailbroken homemade devices.
Applicants must have strong wired internet connection and back up internet to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 80MBPS.
All agents must have a working camera to be used during training sessions and 1:1
conversations
Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
Agents must have a working headset with a microphone, speakers are not permitted for use while on calls.
Processor: Intel Core i5 11th generation (2021 and up) or AMD Ryzen 5 5000 series or newer
Memory: 16 GB and up
- OS: Windows 32-Bit and 64-Bit (Windows 11)
All agents will be required to install third-party software in order to run the screen capture module:
- Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.