Contact Centre Advisor

Waltham Planning Group manages assets for more than 200,000 clients through 120 offices. Since 1926, the firm has grown through acquisitions of independent advisory practices. We started in 1926 and have grown to about 107,800 people.

The position

This role opened up after a team member moved internally. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. You will be employed through our employer-of-record partner in Sri Lanka, with a local contract and salary paid in Sri Lankan rupees. You will need at least 4 hours of overlap with US Eastern time. We ship you a laptop and accessories before your first day.

Key responsibilities

• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe

Required qualifications

• 3-5 years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Must pass a background check

Preferred

• Experience handling escalations
• Chat support experience
• Prior billing or insurance call centre work
• Zendesk, Five9 or Genesys experience

What you get

• Home office setup budget
• Co-working space stipend
• Company laptop
• Annual learning budget

Shortlisted candidates will hear from us within two weeks.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Waltham Planning Group, Inc..