Customer Care Representative

Frontier Energy is hiring a Customer Care Representative to work remotely from Poland. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The company is based in New York City, the US. The team is distributed across several countries. We hire in Poland through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Equipment is provided, including a laptop.

Main duties:

• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue

Minimum qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Pluses:

• Bilingual English and Spanish (pay differential)

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

Pay and benefits:

• Paid sick days
• Paid parental leave
• Annual team retreat
• Health insurance through our employer-of-record partner
• Annual salary review
• 20 days paid time off

About us:

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

The posting will close once we have a strong shortlist.

Let us know your current notice period and salary expectations.

Start: Within 30 days.

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