Senior Customer Service Representative

Lodgedeck Consulting is a management and technology consulting firm with 940 employees worldwide. Delivery centers in North Carolina and overseas support large implementation programs.

Overview

Our team is growing and we are hiring a Senior Customer Service Representative. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote, open to candidates across the US. Strong written English is important, since much of our work is async.

Job duties

• Look up orders, accounts and shipping status in the CRM and order system
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff

Qualifications

• 5-7 years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• High school diploma or GED
• Able to sit at a workstation and wear a headset for a full shift
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked

Preferred qualifications

• Prior billing or insurance call center work
• Experience handling escalations
• Chat support experience
• Zendesk, Five9 or Genesys experience

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

Compensation: $25.00 - $28.00 per hour DOE.

Perks and benefits

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid parental leave

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.

This position requires a background check.

Start: Immediately.

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