Contact Center Customer Service Representative in Montpelier, Vermont

Job Summary:

This position is for a qualified Customer Service individual that receives inbound telephone calls regarding client issues or questions regarding the use and servicing of their IID device. The person chosen for this position will receive training in customer relations, the phone system, processes and procedures, and tracking software. This position is just right for the individual with customer service or tech support experience who is patient, empathetic and likes to problem solve. It does require someone who has good computer and customer service skills. Job Type: Full-time- Remote Customer Service Representative in Contact Center.

SCHEDULE REQUIREMENTS:

• Overview of Contact Center schedules: Sunday-Saturday with hours between 8am – 11pm EST (8-hour schedules- working 4 weekdays & 1 weekend day). Employee schedules are determined based on business needs.

• Overview of Contact Center Training Class schedules: M-F for 4 weeks, daily 8-hour class (times may vary between 8am-8pm, EST)

• ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.

Duties/Responsibilities:

• Handle inbound/follow up customer interactions via phone and digital communication.

• Reply promptly to inquiries made by customers.

• Provide individualized customer service of a high standard professional level.

• Reinforce the company brand and service value in helping customers get their life back to normal.

• Maintain a detailed log of inquiries, comments, and complaints, including customer transactions, interactions, and actions taken.

• Control and direct unresolved issues to the authorized resource.

May assist with billing inquiries, scheduling, and troubleshooting.

Skills/Abilities:

• Excellent communication, customer service, interpersonal and typing skills.

• Ability to work efficiently and effectively in a multi-task high call volume environment.

• Strong oral communication skills including active and empathetic listening.

• Effective and accurate decision-making skills.

• Demonstrated successful telephone service techniques specifically with troubleshooting, issue resolution, and de-escalation.

• Knowledge and practice with metrics-based accountability.

• Proficient in Microsoft Office: Word, Outlook, Excel.

• Must have ability to incorporate developmental feedback from management.

• Must have the ability to quickly Adapt to change.

• Bilingual is a plus.

Education and Experience:

High School Diploma or GED

Min of 2 years in Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required.

WORK FROM HOME REQUIREMENTS:

• Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs). Windows 7 or 10, Intel Processor i3 2.0 ghz, Memory 8gb Ram, Hard Drive 500Mb Free Space, Web Browser – Google Chrome or Microsoft Edge (a MAC or Chrome Book CANNOT be used)

• Working on a computer camera during training, meetings, etc.

• Must have a wired internet connection at a regular internet speed (example-DSL or Cable Connection – No Dial Up).

• Ability to work efficiently and effectively in an at home quiet, uninterrupted space, or a multi-task high call volume environment.

• Dual Monitor recommends.

• Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.

Physical Requirements (With or without reasonable accommodation):

• Sitting: 75-100%

• Standing: 75-100 %

• Fine Motor Movements: 75-100 %

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.*