Senior Customer Service Advisor

About us:

We started in 1998 building safety training for a single manufacturer. Our designers write, storyboard, build and test their own courses.

About the role:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Miami and have been hiring remotely since 2020. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. You will need a reliable internet connection and a quiet place to work.

What you'll work on:

• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe

About you:

• 6+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills

Also helpful:

• Chat support experience
• Zendesk, Five9 or Genesys experience
• Experience handling escalations

Perks and benefits:

• Monthly payments via wire transfer or Wise
• Paid time off

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bancroft Learning, LLC.