Customer Service Representative

Large rollouts are routine here, such as imaging 12,000 laptops for a state agency over one summer. Tickets live in ConnectWise and everyone logs time to the quarter hour.

Job summary:

We are adding a Customer Service Representative to our Customer Care team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is fully remote within the US. Clear written English is a must, as the team works across time zones.

Job duties:

• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Explain bills and payment options and take payments over the phone.
• Escalate complaints that need a supervisor or another department.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Process returns, exchanges, refunds and address changes.
• Look up orders, accounts and shipping status in the CRM and order system.

Minimum qualifications:

• 3+ years of customer service, retail, hospitality or call center experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.
• Must pass a background check.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Preferred:

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

Expected salary range: $20.00 - $24.50/hr, plus bonus eligibility.

Pay and benefits:

• Medical, dental and vision insurance.
• 401(k) with company match.
• 11 paid holidays.

EOE. We participate in E-Verify.

Start: Within 30 days.

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