Customer Care Representative

Offices in Irving and more than 20 other cities share a national tax and technical resources team. Tealstead is a top-50 accounting and advisory firm with 4,000 people in offices across the US.

Position summary:

The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. Fully remote. You can work from anywhere in the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Job duties:

Complete required training and quality coaching sessions. Look up orders, accounts and shipping status in the CRM and order system. Process returns, exchanges, refunds and address changes. Explain bills and payment options and take payments over the phone. Meet targets for handle time, quality score and customer satisfaction. Follow scripts and required disclosures on recorded lines. Transfer calls to the right department with a warm handoff.

Minimum qualifications:

3+ years of customer service, retail, hospitality or call center experience. High school diploma or GED. 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.

Preferred:

Bilingual English and Spanish (pay differential). Experience handling escalations. Knowledge of e-commerce order systems such as Shopify. Prior billing or insurance call center work.

Pay and benefits:

Health savings account (HSA) with employer contribution. 401(k) with 4% match. Paid sick leave. Home office stipend. Vision insurance. Health insurance.

Start: Within 30 days.

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