Senior Customer Service Advisor, Remote

Company overview:

Everyone has access to the analytics dashboard, and weekly numbers are posted in Slack.

This is a backfill for a team member who moved to another team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Fairbanks, and about a third of the team works remotely from other countries. Contract role, full-time hours, paid in USD at the end of each month. Core hours are 9:00 AM to 1:00 PM US Eastern. You will need a stable internet connection and a backup power source (UPS or inverter).

Day to day:

• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Explain bills and payment options and take payments over the phone
• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines
• Meet targets for handle time, quality score and customer satisfaction

What we're looking for:

• 6+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills

Also helpful:

• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience

Compensation and benefits:

• Company laptop
• Flexible hours
• Paid time off
• Long-term engagement

We may close the role early, so do not wait too long to apply.

Duration: 9 months. Start: Within 30 days.

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