Customer Service Supervisor - Remote

New business pitches happen several times a month. Since 1963, the agency has added data science, analytics and in-house production teams. Timesheets are due daily, broken out by client and task.

The previous person in this role moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Customer Service Supervisor - Remote answers customer calls, chats and emails about orders, billing and account changes.

What you'll be doing:

• Process returns, exchanges, refunds and address changes.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Follow scripts and required disclosures on recorded lines.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.

Requirements:

• 8+ years of customer service, retail, hospitality or call center experience.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.

Pluses:

• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call center work.

Schedule: Four 10-hour shifts, rotating weekend day

Compensation and benefits:

Salary: $31.00 to $37.50 an hour

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• 12 weeks of paid parental leave.

Kendrick Brand Studio provides equal employment opportunities to all employees and applicants.

A resume is enough to apply. Cover letters are optional.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kendrick Brand Studio.