Customer Service Advisor

About the company

Our main product is a payroll and timekeeping app for hourly workforces, sold by subscription and supported from Chicago. The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS. Laptops are MacBook Pros, and you pick your own editor.

Ashgrove Software has an opening for a Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in Chicago and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. A stable internet connection and a backup power option are required.

Responsibilities

• Process returns, exchanges, refunds and address changes.
• Call customers back on open issues within the promised timeframe.
• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.

Minimum qualifications

• 2+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

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

Perks and benefits

• Company laptop.
• Health insurance through our employer-of-record partner.
• Annual team retreat.
• Public holidays observed per your country.
• 24 days paid time off.

We review applications as they come in.

Start: Within 30 days.

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