Customer Service Adviser

About the company:

Headquartered in New York City, the firm is employee-owned. Chesapeake Advisory is a management and technology consulting firm with 340 employees worldwide.

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in New York City and have been hiring remotely since 2020. We engage team members in Brazil as full-time contractors. Most of our contractors have been with us for more than two years. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We talk mostly in Slack and hop on quick calls when something needs discussing.

Job duties:

• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.

Required qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Must pass a background check.

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

Compensation: R$6,800-R$7,800 per month

• Flexible hours.
• Long-term engagement.

Duration: 3 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chesapeake Advisory, LLC.