Remote Customer Service Representative - Georgia

Job Description

Primary Responsibilities / Essential Job Functions
 

• Answering inbound customer calls in a friendly manner while using active listening skills.
• Use upselling techniques.
• Respond to inbound digital communication from customers in a friendly manner and handle each customer as if they were the ONLY customer.
• Interpreting digital communication to understand customer issues fully.
• Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions).
• Updating very detailed notes in our system for each customer. This will ensure an excellent history in case the customer calls again, and they will not have to re-explain the situation.
• Maintaining knowledge of our products.
• Following our Quality Assurance standards at all times and meeting all KPI targets.
• Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management.
• Preventing cancellations or returns where possible.
• Understanding when to forward escalated issues to management.
• Have full knowledge (of Wiki, our internal system) to answer customer questions correctly.
• Have full knowledge of SOPs for customer service tasks in our systems and warehouse systems.
• Create and revise SOPs as needed and have them approved by management.
• Understand current promotions fully and use appropriate Ad Codes when placing orders.
• Identify trends heard from customers and report these trends to management in detail with data. Example: This week, I received 54 calls about 4P buyers not receiving confirmation emails. Their order numbers were 342234, 45345, 34324, etc.
• Report any system issues to management for immediate investigation.
• Handling special projects when delegated by management.
• Help with training new representatives.
• Additional job responsibilities and duties may be asked of you anytime.
• The job’s duty description is subject to change at any time according to our business needs.
   

4Patriots Offer
 

• 100% remote!
• Great Pay and Bonus Program
• Company Paid Medical Coverage
• Vision & Dental Coverage
• 401K with Company Match
• Generous PTO Policy
• Paid Maternity/Parental Leave
• Employee Referral Bonus
• Student Loan Repayment Program
• Volunteer Time Off
• Professional Development Fund ...and many more
   

Requirements

Qualifications:
 

• High School Graduate or GED
• 2 years + of contact center experience in a call center-related field, including customer service.
• This position is based on Central Standard Time.
• Understand the demands of working in a fast-paced environment and provide customer excellence.
• Comfortable upselling.
• Active listening skills & following protocols precisely.
• You must be observant and have excellent judgment.
• Strong grammar and communication skills.
• Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats.
• Ability to achieve daily KPIs for phone, email, and chat.
• A mindset that is open and ready to embrace change.
• Coachable -This is key in hitting required monthly QA KPI measurements. Required QA KPI measurements are as follows:
• Employees will have 40+ scored customer interactions each month. The employee will be scored in sales, order status inquiries, general inquiries, and more.
• Scores: 30-day employee QA expectations: 75%, 6 months, and beyond QA expectations: 90% or higher.
• A mindset that is open and ready to embrace change.
• Consistent attendance is essential and recommended in achieving all KPIs.
   

Other Qualifications
 

• For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed).
• Must have reliable wi-fi.
• Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:
• Closed door with no one in the room.
• No people talking in the background (including babysitter, family, friends, TV, and monitors).
• No dogs barking.
• No working in public areas or vehicles.
• Anything that would prevent you from having a quiet work environment.
• Use a USB headset only (wireless headsets will not be allowed).
• Must pass a background check and credit check. For the credit check, please see the following:
• No bankruptcy for the past 7 years
• No more than $2,500 TOTAL in open collections
• Excluding medical and closed accounts. We do count student loans.
• For example: Not eligible to work for us:
• Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)
   

Skills And Abilities

Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results-driven; and learn quickly in a fast-paced open-plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, and be detail-oriented and adaptable.