Remote Customer Service Agent

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Job Title: Remote Customer Service Agent (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,200 USD/month + 5 paid days off the first year

Schedule: Monday to Friday, 9:00am - 6:00pm Eastern US time zone with a 1-hour lunch break. This position will also work 2 Saturdays per month from 9:00am - 1:00pm once fully trained. Typically working a total of 170 hours per month.

Job Overview:

The Customer Service Agent (CSA) is a crucial role for our client's company! A person will excel in this role by being friendly, minding details, communicating well, working quickly, and being steady in difficult situations. A CSA is responsible for customers? inbound and outbound calls, scheduling appointments, answering questions, emailing necessary or requested information, and some ?back office? functions. An excellent CSA will also temporarily fill in for other office staff roles when teammates are absent.

You?ll love this job if you enjoy talking with and helping people, like keeping things tidy, want accountability to help you be your best, you?re energized by growth and changes, and you view difficult situations as challenges to be won. You should look elsewhere if you are not comfortable with learning new skills, you don?t like change, you don?t like when someone tells you how you can improve, you want a slow paced and low pressure job, and you can?t keep smiling through a frustrating call.

Responsibilities:

Primary (done on a daily basis):
? Answer incoming calls, voicemails, and emails. This position will be the ?first ring? answerer. Expect to answer 20-30 calls each day.
? Make outgoing calls to customers for scheduling, answering their questions, or updating them. Expect to make 30-50 calls each day.
? Daily check all job statuses and make update calls/emails to customers, check on backordered parts, and communicate with other office staff or technicians.
? Review prior day?s completed calls and identify follow-up actions
? At the end of the day, route the next day?s calls for each tech to minimize drive time.
? Message the company owner & Parts Manager if adding jobs needing parts after the next day?s parts have been pulled
? At the end of the day, fill and submit the Daily KPIs form.
? At the end of the day, send reminder calls from SD.

Secondary (done if time allows after doing Primary but still need to be completed most of the time):
? Categorize recorded incoming calls (who answered, did we book the job or not, reason for not booking, etc)
? Update spreadsheets, SOPs, Policies, etc. that we use internally at AP as changes occur (examples: update the Scheduling Info spreadsheet when technicians gain new capabilities or we start servicing new brands, or update the High Volume Customer spreadsheet when we onboard a new warranty company)

Other (to be done whenever caught up with Primary and Secondary):
? Call customers with follow-up survey (?happy calls?) and fill form with responses
? Call lists of customers with ice machines to schedule semi-annual servicing.
? Search for interesting blog articles from other appliance repair companies and send links to owner.
? Add to list of appliance repair companies in South Carolina (ask owner for spreadsheet)
? Check prices for select parts at each of our suppliers + other suppliers you find online (ask team member for spreadsheet) ? they want to do this at least quarterly, but it would also be good to check on a couple of suppliers as you have availability rather than waiting until you have enough time to check 15 suppliers all at once.
? Find training for improving your skills and gather or create resources for training the next CSA.
? Special projects like ?make a list of all previous customers and check the portal to see if they still live at the same address & own the same unit? or ?make a list of all appliance retail stores in the Midlands area.?
? Participate in company staff meetings.
? Train others on your job functions
? Fill in for others when they?re off
? Make template emails or other items to improve our efficiency

Qualifications, Skills and Key Competencies:
? Previous experience customer service
? Great call handling skills
? Ability to work in a high pressure environment, meeting KPIs and company goals

Application Disclaimer: Please Read Before Proceeding

To ensure a fair evaluation process, please submit all required information on the application form. Kindly note that resumes and recordings must be in English; any other language will lead to disqualification. Also, ensure your voice recording lasts at least 30 seconds. Applications without a voice recording will be automatically disqualified.

If you apply for more than one position, we will only consider your application for the first job you applied for. However, if you do not qualify for the first position but meet the requirements for another, we can consider you for the relevant role. To streamline the process and ensure fair consideration, we kindly request that you apply to a maximum of three jobs and that you only apply to jobs that you truly qualify for based on the stated requirements and qualifications.

We value your interest and look forward to reviewing your application. Thank you

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