Customer Service Representative II

Our clients include consumer packaged goods companies, health systems, automakers and retailers. Creative, strategy, media and analytics staff work together in dedicated account groups.

About the role

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in the US. We have no office requirement. Day-to-day communication is in Slack and Google Meet.

What you'll do

• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Notice repeat problems and report them to your team lead.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Explain bills and payment options and take payments over the phone.

Qualifications

• 5+ years of customer service, retail, hospitality or call center experience.
• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• Comfortable using multiple screens and systems at the same time.

Preferred qualifications

• Zendesk, Five9 or Genesys experience.
• Knowledge of e-commerce order systems such as Shopify.
• Bilingual English and Spanish (pay differential)

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation: $24.00 to $27.50 per hour DOE.

Why work with us

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Paid parental leave.
• Uniforms provided.
• Short- and long-term disability.

Maplebridge Communications provides equal employment opportunities to all employees and applicants.

Applicants must be authorized to work in the U.S.

Start: Immediately.

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