Customer Service Team Leader

Who we are

Cable splicing, OTDR testing and directional boring are all done by in-house crews. Gablestead provides fiber internet, voice and TV service to homes and businesses in rural New York. Our longest-tenured lineman has been here 31 years.

About the role

We are adding a Customer Service Team Leader to our Returns team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. You will need at least 4 hours of overlap with US Eastern time. Please make sure you have a quiet place to work and a solid internet connection.

In your first few months you will

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Follow scripts and required disclosures on recorded lines.
• Call customers back on open issues within the promised timeframe.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.

What we're looking for

• 8+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.

Benefits

Salary range: $930 - $1,150 monthly

• Monthly internet allowance.
• Flexible hours.
• Company laptop.
• Paid time off.

Candidates must be eligible to work in India.

Duration: 6 months. Start: Flexible.

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