Senior Customer Service Advisor

WHO WE ARE

Families can reach the office by phone around the clock. Schedulers know every client and caregiver by name.

OVERVIEW

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. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our headquarters is in New Haven, and about a third of the team works remotely from other countries. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We ship you a laptop and accessories before your first day.

JOB DUTIES

• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Follow scripts and required disclosures on recorded lines

QUALIFICATIONS

• 7+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Able to sit at a workstation and wear a headset for a full shift

ALSO HELPFUL

• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

WHAT YOU GET

• Paid parental leave
• 20 days paid time off
• Monthly internet allowance
• Wellness allowance
• Home office setup budget

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

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