Call Center Representative

SP Fiber is a regional carrier serving more than 600,000 broadband and voice customers across California. Retail stores, field technicians and customer care all report into regional operations teams.

Position summary:

SP Fiber is looking for a Call Center Representative to join a small, steady team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is remote. You will need a reliable internet connection and a quiet place to work.

Job duties:

• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.

Required qualifications:

• 3+ years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.

Nice to have:

• Chat support experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay range: $22.50-$25.50 per hour. Final offer will depend on experience.

What we offer:

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid sick leave.

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 SP Fiber.