Call Center Representative

Product, engineering and support teams work out of offices in New York City, New York and two nearshore delivery centers. More than 9,000 organizations use our HR and payroll suite, from regional hospitals to school districts. Releases go out Tuesday mornings, never on Fridays.

The role

This is a newly created position. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Fully remote. You can work from anywhere in the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Job duties

• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Answer inbound calls, live chats and emails from a queue.
• Follow scripts and required disclosures on recorded lines.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.

Required qualifications

• 3+ years of customer service, retail, hospitality or call center experience.
• Able to sit at a workstation and wear a headset for a full shift.
• High school diploma or GED.
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Clear speaking voice and good listening skills.
• Typing speed of at least 35 WPM.

Pay range: $25.00 to $31.00 an hour. Final offer will depend on experience.

Benefits

• Health insurance.
• 401(k) with 4% match.
• 11 paid holidays.

EOE. We participate in E-Verify.

This position requires a background check.

We read every application and reply within about a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at ED Systems Inc..