Contact Centre Advisor

About the role:

The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 17 countries. Headquarters is in New York City. We engage team members in Costa Rica as full-time contractors. Most of our contractors have been with us for more than two years. You will need at least 4 hours of overlap with US Eastern time. Most communication happens in Slack, with short video calls when needed.

Day to day:

• Escalate complaints that need a supervisor or another department.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.

What we're looking for:

• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits:

$9.50 - $10.50 per hour

• Long-term engagement.
• Company laptop.
• Monthly internet allowance.

About us:

Public utility commissions regulate rates and service standards. Pension plan for most employees.

Let us know your current notice period and salary expectations.

Candidates must be eligible to work in Costa Rica.

Duration: 3 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Frontier Energy.