Senior Customer Service Representative (Remote)

Accessibility testing against WCAG 2.1 AA is part of every release. Production studios in New York City and abroad record and edit thousands of hours of video a year.

Overview:

Our team is growing and we are hiring a Senior Customer Service Representative (Remote). Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This role is fully remote within the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties:

• Meet targets for handle time, quality score and customer satisfaction.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.

Qualifications:

• 6+ years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.
• High school diploma or GED.

Preferred:

• Prior billing or insurance call center work.
• Bilingual English and Spanish (pay differential)

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

Pay: $24.50 to $28.50/hr

Pay and benefits:

• Health insurance.
• 401(k) with a 100% match up to 5%.
• Paid time off.
• Dental insurance.
• Health, dental and vision coverage starting on day one.
• Stock options.
• 11 paid holidays.

BD Courses is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Flexible.

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