Customer Care Representative

More than 740 employees work on the product, from search ranking to fraud detection.

Overview:

We are adding a Customer Care Representative to our Billing team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within the US.

Day to day:

• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.
• Update customer records accurately.

Required qualifications:

• 3+ years of customer service, retail, hospitality or call center experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Nice to have:

• Prior billing or insurance call center work.
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

The base pay range for this position is $27.50 - $33.00 an hour. Actual pay depends on experience, skills and location.

Pay and benefits:

• Health insurance.
• 401(k) with 4% match.
• 11 paid holidays.
• Dental insurance.
• Employee assistance program.
• Home office stipend.
• Paid training.

This position requires a background check.

Start: Immediately.

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