Senior Customer Service Representative, Remote

About North Shore Family Services

Most of our funding comes from local foundations and a county contract. Founded in 2014 by a group of neighbors working out of a church basement.

We are adding a Senior Customer Service Representative, Remote to our operations team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Fully remote. You can work from anywhere in the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities

• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud

Who you are

• 5+ years of customer service, retail, hospitality or call center experience
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills

Nice to have

• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

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

Why work with us

$26.00 - $30.00/hr

• Health, dental and vision coverage starting on day one
• 401(k) with a 100% match up to 5%
• Three weeks of PTO to start
• Vision insurance
• Uniforms provided
• Life insurance
• 11 paid holidays

We review applications on a rolling basis.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at North Shore Family Services LLC.