Customer Service Specialist

From an office in Phoenix, Pioneer Valley Lending runs payment processing for property managers and HOAs. Founded in 1971, we now have 60 employees. Licensing exams (SIE, Series 7, Series 66) are paid for, with study time during work hours.

The position:

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Pioneer Valley Lending is hiring for its Billing team in Albuquerque. Full-time and part-time shifts available. Fully remote. You can work from anywhere in the US.

Responsibilities:

Complete required training and quality coaching sessions. 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. Meet targets for handle time, quality score and customer satisfaction. Answer inbound calls, live chats and emails from a queue. Escalate complaints that need a supervisor or another department. Process returns, exchanges, refunds and address changes.

Minimum qualifications:

2+ years of customer service, retail, hospitality or call center experience. Basic computer skills (Windows, Outlook, web browsers). Reliable attendance. Schedule adherence is tracked. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Must pass a background check. Clear speaking voice and good listening skills. Comfortable using multiple screens and systems at the same time.

Preferred:

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

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

Salary range: $22.00 - $24.00/hr

Compensation and benefits:

Health, dental and vision coverage starting on day one. 401(k) with a 100% match up to 5%. Three weeks of PTO to start. Weekly pay. Vision insurance. Paid training.

Start: Flexible.

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