Customer Service Representative - Remote

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the US. Headquartered in Houston, the company runs operations centers in Texas and two other locations. Founded in 2011, we now have 340 employees. Compliance reviews outgoing client email, so expect to write carefully.

Position summary:

GKN Lending is hiring a Customer Service Representative - Remote to work remotely from the US. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Houston, but nobody is required to come in. We talk mostly in Slack and hop on quick calls when something needs discussing.

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
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately

Qualifications:

• 2+ years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time
• Typing speed of at least 35 WPM
• High school diploma or GED

Nice to have:

• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience
• Prior billing or insurance call center work
• Experience handling escalations

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Why work with us:

• Health savings account (HSA) with employer contribution
• 401(k) with 4% match
• Paid time off
• Flexible spending account
• Life insurance
• $1,000 home office setup budget

Applications are reviewed as they come in.

Start: Within 30 days.

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