Senior Customer Service Representative

From two offices in Salt Lake City, the firm serves clients in several states, mostly remotely. We prepare audits, reviews and compilations for nonprofits, construction companies and HOAs. We started in 2004 and have grown to about 60 people.

The position:

We are creating this position because the workload has grown. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote, open to candidates across the US. You will need a reliable internet connection and a quiet place to work.

Main duties:

• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call center 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.

Preferred qualifications:

• Experience handling escalations.
• Chat support experience.
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.

Salary: $23.50 - $27.50/hr

Why work with us:

• Health, dental and vision coverage starting on day one.
• 401(k) with 4% match.
• Paid holidays.
• Uniforms provided.

Salt Lake City & Company provides equal employment opportunities to all employees and applicants.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Salt Lake City & Company.