Customer Service Representative II

Our technicians handle onsite and remote support for medical offices, accounting firms and manufacturers on fixed monthly contracts. Typical projects include office moves, server migrations to Azure, and replacing aging switches and access points.

Role overview

This is a backfill for a team member who moved to another team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in the US. We have no office requirement.

Essential duties and responsibilities

• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call center experience.
• Clear speaking voice and good listening skills.
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Preferred qualifications

• Zendesk, Five9 or Genesys experience.
• Chat support experience.

The base pay range for this position is $24.00 - $29.50/hr. Actual pay depends on experience, skills and location.

Benefits

• Health insurance.
• 401(k) with 4% match.
• 11 paid holidays.

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

We are unable to sponsor visas for this position.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Great Lakes Computer Services, LLC.