Five Star Call Centers – Customer Support Analyst – Tennessee
Job title: Customer Support Analyst
Company: Five Star Call Centers
Job description: As primary contact for customers in production, the Analyst on the Fulfillment Support team is responsible for responding to and resolving customer issues. This includes engaging with customers via multiple support channels including phone, email, chat and on-line forum. Analysts are also responsible for providing customer training, problem identification and resolution, issue escalation and follow up.
The Analyst is ultimately responsible for providing excellent customer service as measured by customers satisfaction, productivity and quality measurement processes. The Fulfillment Support department provides an ideal training ground for learning our business and preparing for future career opportunities with the company.
If you are able to multi-task between multiple systems and have great customer service skills we encourage you to apply for this position!
This position is work-at-home for individuals living in the state of Tennessee. We have a Bring Your Own Device or equipment can be sent you option. Details below.
- Qualifications
- Bachelor's degree or equivalent education and experience
- Ability/aptitude to understand and work effectively with technical data and processes
- Strong analytics and problem solving skills
- Proven organizational skills with ability to effectively manager multiple projects
- Excellent customer service experience or technical/help desk experience a plus
- 1 year of customer service or customer support experience
- 1 year of previous call center or office background experience required
- Previous remote work from home experience a plus
- Type 35 words per minute accurately
- Strong phone and verbal communication skills along with active listening
- Must be able to speak, ready, write and understand English
- A background check applicable with state and federal laws is required Equipment Provided Option - Equipment will be shipped to you.
- Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment Bring Your Own Device (BYOD) Option - This position requires you to provide your own equipment and workspace.
- Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Hardware/Software Requirements:
- Processor: Intel® Core™ i5 5200 Series or greater
- Memory: 8GB on Windows 8.1 / 10 64 bits
- Screen Resolution: 1280x768 or higher, dual monitors required.
- USB headset
- No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
- Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
- Firewall must be enabled (Will be checked prior to allowing login to system) Responsibilities
- Work as part of the Fulfillment Support team, providing technical support and training to customers via phone, email, chat and on-line forum during assigned working hours
- Answer, evaluates and prioritizes requests from customers having questions or experiencing problems with Clients services and Electronic Data Exchange(EDI)
- Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary
- Logs and tracks customer interactions using a problem management database
- Responds to and resolve open issues in an appropriate timeframe and maintains historical records and related documentation
- Introduces customers to new products and services
- Access company and client resources provided to accurately handle the call
- Successfully find resources by using problem solving skills
- Be able to multi-task handling inbound customer service calls, the billing system and a live chat platform
- Return customer voice mails and assist customers with billing department questions
- Request replacements, returns and credits on behalf of customer using client systems and working with client directly
- Good grammar is a plus as you will be communicating via an online chat platform
- Actively participate in efforts to support customer satisfaction and maintain quality
- Skillfully change from one task to another without loss of efficiency or composure
- Be available at your desk, maintaining punctuality and attendance at all scheduled times
- Remain positive and professional in all customer interactions
- Available to work off-peak hours which includes some evening and weekend shift work(advance notice will be provided)
- Note: Management reserves the right to assign or reassign functions and responsibilities at any time.
- Key Skills & Competencies:
- Customer Focus: makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; meets or exceeds customer expectations
- Teamwork: participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
- Flexibility/Adaptability: openness to different ways of doing things; willingness to modify one’s preferred way of doing things
- Communication: helps customer understand and retail the message, and invites response and feedback; keeps others informed as appropriate; demonstrates good written, oral, and listening skills
- Technical Capacity: demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.
- Planning & Organizing: organizes work and sets priorities; determines necessary sequence of activities needed to achieve goals
- Continuous Learning: is committed to developing professionally, focuses on team methodologies, takes advantage of a variety of opportunities Pay & Benefits
- Starting pay - $14/hr plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
- Mon-Thu (8:30am-5:00pm); Fri (830a-430p) (CST)
- Paid Training - typically 5 weeks in length from 8:00am-5:00pm Mon-Fri (CST)
- Status - Full Time ; 40 hours, Benefit eligible 1st of month after 60 days - The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.
Not Your Ordinary Call Center.TM
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Location: Tennessee
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