Customer Service Representative II

Headquartered in Miami, the company runs operations centers in Florida and two other locations. Institutional clients include pension funds, endowments and insurance companies. The office closes early the day before major holidays.

Job summary

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in Miami, but nobody is required to come in. You will write a lot of updates, so clear written English is important.

What you'll be doing

• Look up orders, accounts and shipping status in the CRM and order system
• Explain bills and payment options and take payments over the phone
• Follow scripts and required disclosures on recorded lines
• Notice repeat problems and report them to your team lead
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• Update customer records accurately

Minimum qualifications

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

Preferred qualifications

• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call center work
• Zendesk, Five9 or Genesys experience

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

Compensation: $26.50 - $31.00 per hour DOE.

Why work with us

• Health savings account (HSA) with employer contribution
• 401(k) with a 100% match up to 5%
• Paid parental leave
• Tuition reimbursement
• Dental insurance

Agencies: please do not contact us about this role.

Most hires start within two to three weeks of an offer.

Start: Flexible.

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