Customer Care Representative

We provide audit, tax and advisory services to private companies, public entities and nonprofits.

About the role:

This is a backfill for a team member who moved to another team. Iron Range & Company is hiring for its operations team in Murfreesboro. Full-time and part-time shifts available. Remote position. Most of the team is in Murfreesboro, but nobody is required to come in. A quiet workspace and good internet are required.

Main duties:

• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Process returns, exchanges, refunds and address changes.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.
• Update customer records accurately.

What you need:

• 2+ years of customer service, retail, hospitality or call center experience.
• Clear speaking voice and good listening skills.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.

Nice to have:

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

Compensation and benefits:

• Health insurance.
• 401(k) with a 100% match up to 5%.
• Three weeks of PTO to start.
• Overtime available.
• Paid training.

We are unable to sponsor visas for this position.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Iron Range & Company LLC.