Customer Service Representative

About us

Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

About the role

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 17 countries. Headquarters is in Jacksonville. Employment is through our payroll partner in Germany. Salary is paid monthly in euros. You will need at least 4 hours of overlap with US Eastern time. Strong written English is important, since much of our work is async.

Day to day

• Answer inbound calls, live chats and emails from a queue
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Document every interaction in Zendesk or Salesforce Service Cloud
• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone

Requirements

• Reliable attendance. Schedule adherence is tracked
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)

Nice to have

• Prior billing or insurance call centre work
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Pay and benefits

Salary range: €28,000 to €32,000 per year

• Company laptop
• Flexible hours
• Co-working space stipend
• 20 days paid time off

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Front Range Labs.