Senior Customer Service Representative

Traffic during holiday peaks can reach ten times normal levels, and the platform is built for it. Our office has a quiet floor and a loud floor.

The position:

This is a newly created position. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote. You can work from anywhere in the US. We send you a laptop and the accessories you need on day one.

Day to day:

• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue

Required qualifications:

• 5-7 years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Must pass a background check
• Typing speed of at least 35 WPM
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time

Preferred qualifications:

• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience

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

Compensation and benefits:

• Health savings account (HSA) with employer contribution
• 401(k) with a 100% match up to 5%
• Paid parental leave
• 12 weeks of paid parental leave
• Paid time off
• Employee discount

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Flexible.

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