Senior Customer Service Representative

About the company

Public utility commissions regulate rates and service standards. Pension plan for most employees.

The position

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. The company is based in New York City, the US. The team is distributed across several countries. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. You will need at least 4 hours of overlap with US Eastern time.

Main duties

• Transfer calls to the right department with a warm handoff
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead

Minimum qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• Must pass a background check

Why work with us

Compensation: $1,700-$2,000/month

• Monthly internet allowance
• Paid time off
• Company laptop
• Annual rate review

Duration: 3 months. Start: Immediately.

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