Customer Service Advisor - Remote

Our wireless division operates thousands of cell sites and supports roaming partners nationwide. We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Bucket truck and pole climbing training is done in-house.

The position

Looking for a Customer Service Advisor - Remote who wants to stay somewhere for a while. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a full-time remote role. We use an employer of record in Australia, so you get a proper employment contract, not a freelance agreement. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Please make sure you have a quiet place to work and a solid internet connection.

What you'll do

• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Follow scripts and required disclosures on recorded lines.
• Escalate complaints that need a supervisor or another department.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.

Qualifications

• 2+ years of customer service, retail, hospitality or call centre experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

Preferred

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

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

Pay: $51,000 - $66,000 per annum

What we offer

• Annual learning budget.
• Annual salary review.
• Annual team retreat.
• Paid parental leave.
• Home office setup budget.
• 20 days paid time off.

Start: Within 30 days.

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