Senior Customer Service Advisor

White Creative is an independent agency with 400 employees in offices across the US. Deadlines move when clients change their minds, so plans have some slack built in.

Role overview:

We are backfilling a position after an internal move. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is a long-term contractor role, paid monthly in USD. Core hours are 9:00 AM to 1:00 PM US Eastern.

Responsibilities:

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.

What you need:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Typing speed of at least 35 WPM.
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Nice to have:

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

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

Salary range: $850-$1,000 monthly

Pay and benefits:

• Monthly internet allowance.
• Paid in USD.

Candidates must be eligible to work in India.

Duration: 12 months. Start: Immediately.

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