Customer Care Representative

About Fulmar:

Fulmar is a mechanical and electrical contractor with 1,100 employees and both union and open-shop divisions. Tools are provided, though most techs bring their own hand tools.

This is a new role. The team has doubled in size over the past year. The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote, but we prefer candidates within a few hours of Eastern time.

Duties:

• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions

Required qualifications:

• 3+ years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift
• Typing speed of at least 35 WPM
• High school diploma or GED

Preferred:

• Chat support experience
• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)

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

Pay and benefits:

Pay range: $22.50 - $26.50 per hour. Final offer will depend on experience.

• Health insurance
• 401(k) with company match
• Paid parental leave
• Employee discount
• Overtime available

Fulmar is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

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