Customer Service Representative (Remote) is responsible for handling incoming calls from clients’ customers. This position provides customer service support and resolution of routine questions related to client’s services or in-store offerings, working collaboratively with other team members and departments to ensure customer satisfaction and loyalty.
Supervisory Responsibilities : N / A
Shift : FT Wednesday – Sunday, 10 : 00 a.m. – 7 p.m. CT
Duties / Responsibilities :
Answer incoming calls from customers, responding to questions in a prompt and professional manner , ensuring the customer receives the highest level of service .
Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures .
Understand the company’s products or services to effectively address client questions and concerns.
Identify customer needs through active listening , researching issues, resolving problems, and providing solutions .
Document calls in the call center database .
Follow specific scripts or call flows to ensure accuracy of information provided .
Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer .
Attend training sessions and team meetings to enhance skills and knowledge .
Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high c all volume at times , and follow up when necessary.
Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions.
Show a willingness to learn new things and adapt to company guidelines and procedures.
May perform other administrative duties as assigned .
Required Skills / Abilities :
Strong phone and verbal communication skills along with active listening
Exceptional communication and interpersonal skills.
Empathy and customer-oriented approach.
Ability to handle multiple tasks and prioritize effectively.
Proficient in call center software and technology. Experience with Zendesk is a plus.
Strong problem-solving skills to address and resolve customer issues efficiently.
Proven track record of reliability
Education and Experience :
High school diploma or equivalent .
Experience in a customer support role or a related role .
Remote-work experience preferred and demonstrated ability to work independently .
Physical Requirements :
Prolonged periods of sitting at a desk and working on a computer.
Travel to the Ansira office may be required .