Senior Customer Service Representative - Remote

Certifications include ISO 27001 and SOC 2 Type II, and we hold partner status with Microsoft, Cisco and VMware. Across Texas, the company runs 14 branch offices and a central depot for hardware staging and imaging. Tickets live in ConnectWise and everyone logs time to the quarter hour.

Overview:

This role opened up after a team member moved internally. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Houston, but nobody is required to come in. You will need a reliable internet connection and a quiet place to work.

Essential duties and responsibilities:

• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Call customers back on open issues within the promised timeframe.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.

What you need:

• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• High school diploma or GED.
• Must pass a background check.

Preferred qualifications:

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

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

The salary range for this role is $26.00 - $31.50 per hour. This range reflects base salary only.

Compensation and benefits:

• Medical, dental and vision insurance.
• 401(k) with 4% match.
• Three weeks of PTO to start.

EOE. We participate in E-Verify.

If this sounds like a fit, apply with a resume. A cover letter is optional.

Start: Immediately.

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