Senior Customer Service Representative

About Cotter Labs:

Products include endpoint protection, email security and a cloud posture management platform. Cotter Labs protects more than 4,000 organizations, from regional hospitals to Fortune 500 manufacturers.

Cotter Labs is hiring a Senior Customer Service Representative to work remotely from the US. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in Halifax, Canada. We are a distributed team spread across a few time zones. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time. Strong written English is important, since much of our work is async.

What you'll do:

• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.

What we're looking for:

• 5-7 years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.

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

Pay and benefits:

Pay range: $20.00 to $24.00 per hour. Final offer will depend on experience.

• Annual learning budget.
• Annual salary review.
• Home office setup budget.
• Co-working space stipend.
• Wellness allowance.

Start: Immediately.

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