Customer Service Advisor

Role overview

The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Fayetteville and have been hiring remotely since 2020. We hire in Uganda through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 9:00 AM to 1:00 PM US Eastern. Communication happens mostly in Slack and short video calls.

Responsibilities

• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Explain bills and payment options and take payments over the phone

About you

• Reliable attendance. Schedule adherence is tracked
• Able to sit at a workstation and wear a headset for a full shift
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)

Also helpful

• Bilingual English and Spanish (pay differential)

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Benefits

• Public holidays observed per your country
• Two weeks of paid leave at year end
• Home office setup budget
• Annual salary review
• Wellness allowance
• Flexible hours
• Annual learning budget

A bit about us

Since 1968, the utility has served Fayetteville and the surrounding county. Line workers go through a four-year apprenticeship.

Please mention your notice period and expected salary.

We review applications as they come in.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at WE Light & Power Inc..