Senior Customer Service Advisor

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.

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our team is spread across 11 countries. Headquarters is in New York City. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 4 hours of overlap with US Eastern time.

Main duties:

• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.

Who you are:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.

Desirable:

• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call centre work.

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

Perks and benefits:

Salary range: ₹11,50,000-₹14,00,000 pa

• Two weeks of paid leave at year end.
• Flexible hours.
• Stock options.
• Public holidays observed per your country.
• Company laptop.

Start: Immediately.

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