Senior Customer Service Representative, Remote

Midland Computer Services is a managed services provider with 510 employees, supporting more than 1,500 client organizations across the UK. Headquartered in London, the company has grown since 2007 by acquiring regional IT providers.

Position summary:

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Midland Computer Services is hiring for its operations team in Memphis. Full-time and part-time shifts available. Employment is through our payroll partner in the US. Salary is paid monthly in USD. You will need to be available during UK office hours, at least until 3:00 PM GMT.

What you'll be doing:

• Update customer records accurately.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call center experience.
• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Preferred:

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

Starting pay: $23.50 - $26.00/hr, depending on experience and certifications.

What we offer:

• Annual learning budget.
• Paid parental leave.
• Two weeks of paid leave at year end.
• Performance bonus.
• Flexible hours.

EOE. We participate in E-Verify.

Send us your resume. No cover letter needed.

Start dates are flexible, usually within a few weeks of an offer.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Midland Computer Services.