Senior Customer Service Advisor

Clients include Fortune 500 manufacturers, health systems and logistics companies. Applicants can apply, onboard and pick up shifts through our mobile app. Founded in 1995, we now have 530 employees.

The role:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. The company is based in Los Angeles, the US. We are a distributed team spread across a few time zones. Contract role, full-time hours, paid in USD at the end of each month. Our standups are at 9:00 AM Pacific. Please make sure you have dependable internet and backup power.

What you'll do:

• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Process returns, exchanges, refunds and address changes.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Follow scripts and required disclosures on recorded lines.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.

Qualifications:

• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• High school diploma or GED.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Must pass a background check.

Preferred qualifications:

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

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Why work with us:

• Flexible hours.
• Paid time off.
• Company laptop.

We may close this posting early once we have enough applications.

Duration: 3 months. Start: Immediately.

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