• Job Description

  Req#: 471336BR
  Job Description
  
  ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles.
  
  The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.
  
  If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
  
  This position is open to CONUS, AK, HI and PR. California is a specifically excluded hiring location.
  The position is fully remote.
  Background check required.
  Equipment is provided.
  Working Days: Monday to Friday
  Shift Timing: 5:00 AM - 5:00 PM PST Rotational shift (9 hours)
  The pay for this role is $17 per hour.
  This is a W2 position.
  The expected start date is in June.
  
  Multiple openings are available!
  
  The CSR role is part of the Contact Center team and handles customer inquiries across various communication channels, including phone, email, fax, chat, and SMS. The primary goal is to deliver high-quality customer service, ensuring positive member experiences while upholding professionalism and client expectations.
  
  Key Responsibilities:
  
  Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score).
  
  Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions.
  
  Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems.
  
  Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally.
  
  Issue Resolution: Resolve or escalate customer issues quickly, maintaining a focus on service excellence.
  
  Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality.
  
  Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up-to-date with policies, and use knowledge bases effectively.
  
  Electronic Communication: Encourage customers to use electronic communication methods where possible.
  
  Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines
  
  Other Duties: Perform other tasks as required.
  
  #LI-Remote
  
  Additional Qualifications/Responsibilities
  
  
  • Strong communication skills.
  • Proficiency with computer systems and CRM tools.
  • Connection must be hardwired (Ethernet) - Wi-Fi is not acceptable .
  • Internet Minimum required speed: 200 Mbps download / 40 Mbps upload
  • Candidates need call center experience with inbound and outbound calls
  • Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership.
  • Ability to multitask and manage inquiries from multiple communication channels.
  • Problem-solving and issue resolution capabilities.
  • Self-reliant. Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues.
  • Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences.
  • Reliability and attention to detail.
  
  
  The role demands a balance of technical proficiency, customer service skills, and adherence to company policies, with an emphasis on contributing to a positive customer experience.

• About the company

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