Customer Service Representative

Accessibility testing against WCAG 2.1 AA is part of every release. Production studios in New York City and abroad record and edit thousands of hours of video a year.

Position summary:

The Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in New York City, but nobody is required to come in.

Job duties:

• Answer inbound calls, live chats and emails from a queue.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• 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.
• Process returns, exchanges, refunds and address changes.

Required qualifications:

• 3-5 years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.

Nice to have:

• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

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

Starting pay: $26.50 - $30.50 per hour, depending on experience and certifications.

Compensation and benefits:

• Health insurance.
• 401(k) with company match.
• Paid sick leave.
• Flexible spending account.
• Stock options.
• Medical, dental and vision insurance.

BD Courses is an Equal Opportunity Employer, including disability and protected veteran status.

Please include a short note on why this role interests you.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Within 30 days.

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