Customer Experience Representative (REMOTE)

Salary Range: $18.00 - $19.00 hourly

Full Job Description

Phoenix Data Corporation provides inbound an outbound customer care call support. We pride ourselves on our high level of customer care and our extraordinary team members. 

Our Customer Experience Representatives are the heart of our business and play a critical role in helping us succeed. We are looking to add an energetic team member to our growing team. You receive ample PTO, a generous number of paid holidays, competitive health/dental/and vision insurance in addition to many other benefits as a member of the Phoenix team.

Our Customer Experience Representative will provide inbound and some outbound call support consisting mainly of Tier 1 calls, ranging from technical assistance, portal access, billing questions, enrollment for providers and parents. On occasion calls are complex, they must have the stamina for long conversations with customers while multi-tasking and staying in control and engaged.

Our Customer Experience Representative will use various web-based systems to answer customer inquiries and CRM’s to document as well as manage calls. Our Representatives are expected to provide exceptional customer service while following protocols and guidelines. Processes change often and they must have the capacity to organize and retain this information. 

Responsibility may include but are not limited to:

• Ability to maneuver through 15 programs web-based/dual screens on multiple windows.
• Excellent typing skills of 50 WPM with accuracy while conversing with callers to capture details in the CRM requiring minimal after-call work through the contact center software.
• Able to meet adherence for self and be aware as well as respectful of team goals.
• Proactive and takes ownership in managing cases until resolved in a timely and efficient manner.
• Be responsible and communicate when assistance is needed.
• Follow up on emails frequently throughout the day as well as Teams IM’s without reminders from management.
• Detail oriented, understand the importance of asking probing questions, research, documentation, as well as setting clear expectations with clients. 
• Utilizes critical thinking skills to uncover underlying concerns and to develop a solution when applicable for one call resolution.
• Ability to be self-aware of how their soft skills can lead to a client’s overall experience and know how to manage this.
• Able to adapt to change; managing competing demands, process changes, ability to deal with unexpected events.
• Ability to show empathy and validate emotions with callers by listening, acknowledging their concerns, using positive language, connecting, and gaining their trust.
• Follow directive; respond to management guidance, takes ownership, maintain production, schedule needed time off in advance understanding operational needs, notifies manager of any potential delays or inabilities to meet daily service levels and performance standards.

Requirements:

• Proven work experience in an inbound call center environment of minimum 18 months in the last four years providing customer service.
• Ability to navigate the computer, dual monitors, multiple browsers/windows/tabs comfortably.
• Bilingual skills are valued however they are not required.
• Strong verbal and written communication skills
• Ability to multitask.
• Detail oriented.
• Dependable with history of excellent attendance and reliability.
• Typing speed 50 WPM accurately while conversing with callers.
• Must successfully pass remote system requirement/internet speed test.
• Must successfully pass preemployment screening.

Remote environment requirements:

• Must have a private setting free from ALL outside distractions and noises in a quiet area.
• Must leave their headset unmuted during workday unless on break/lunch.
• Understand this position requires heavy phone work and research. You must remain in the queue throughout the day, call abandonment or avoidance is zero tolerance.
• In the event of power/WIFI outage, connectivity issues arise, back up location or hot spot is needed to avoid accrual of attendance points.
• Must be in all operating systems at start time.

Remote system requirements:

• Desktop PC or Laptop (Models two years or newer)
• 1 Ghz-2Ghz processor
• Windows operating system (10 or newer)
• Desktop or laptop to support dual monitor (Dual Monitor company provided) 
• Capacity to add functional keyboard/mouse/headset/dual monitor.
• 16 GB of RAM
• Sound Card, speakers.
• Virus and spyware protection software and a working firewall
• Laptop or desktop connected to internet by ethernet or hardwired.
• Reliable internet - Mbps download speed 50 and Mbps upload speed 10

Working Schedule:

Monday through Friday: 8:00a.m. – 5:00p.m. EST (flexibility with shift adjustments for training)

If you feel you can shine and work well with a strong team and company that seek only the best and look to mentor you in a career, please apply online for consideration. We look forward to exploring the possibility of a mutually rewarding partnership.

Phoenix Data Corporation is an Equal Opportunity Employer.