Senior Customer Service Representative

BE Learn serves more than 10 million learners across schools, universities and businesses. Production studios in Phoenix and abroad record and edit thousands of hours of video a year.

The position:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. BE Learn is hiring for its Member Services team in Phoenix. Full-time and part-time shifts available. Remote, open to candidates across the US. Strong written English is important, since much of our work is async.

Responsibilities:

• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.
• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• 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.

Nice to have:

• Chat support experience.
• Knowledge of e-commerce order systems such as Shopify.

Compensation: $23.50 - $28.00 an hour DOE.

Benefits:

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• 12 weeks of paid parental leave.
• Life insurance.
• Vision insurance.
• Three weeks of PTO to start.

BE Learn is an Equal Opportunity Employer, including disability and protected veteran status.

We are unable to sponsor visas for this position.

Start: Immediately.

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