Senior Customer Service Representative, Remote

Headquartered in New York City, the firm is employee-owned. Chesapeake Advisory is a management and technology consulting firm with 340 employees worldwide.

Job summary:

We are backfilling a position after an internal move. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Senior Customer Service Representative, Remote answers customer calls, chats and emails about orders, billing and account changes.

In this role you will:

• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.
• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.
• Explain bills and payment options and take payments over the phone.

What you need:

• 5+ years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.
• Comfortable using multiple screens and systems at the same time.

Nice to have:

• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

Schedule: Four 10-hour shifts, rotating weekend day

Why work with us:

• Annual learning budget.
• Performance bonus.
• Two weeks of paid leave at year end.
• Monthly internet allowance.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chesapeake Advisory, LLC.