Senior Customer Service Advisor

Position summary:

This role opened up after a team member moved internally. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our headquarters is in Sacramento, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. Our standups are at 9:00 AM Pacific.

What you'll do:

• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Schedule: Four 10-hour shifts, rotating weekend day

What we offer:

• 20 days paid time off.
• Annual salary review.
• Company laptop.
• Flexible hours.
• Co-working space stipend.
• Performance bonus.
• Home office setup budget.

A bit about us:

Most clients live within an hour's drive and come in for reviews twice a year. Everyone here is salaried. Nobody is paid on product sales. Licensing exams (SIE, Series 7, Series 66) are paid for, with study time during work hours.

Please include your notice period and salary expectations.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sacramento Advisors, Inc..