Remote Call Center (TEMP)

My client, a tech-based hearing company is looking to bring on a FULLY REMOTE TEMP to help with customer support during the busy season! The role will be 40 hours per week in staggered shifts. This role will have a strong emphasis on customer service - via chat, email and phone! Call center experience is required.

This is a temporary position with up to full time hours starting ASAP for an 8-week contract (with a possibility to extend!).

Shifts available:

MONDAY - FRIDAY: 8AM-5PM, 10AM-7PM, 12PM-9PM

SATURDAY: 10AM-6PM

SUNDAY: OFF

Hourly Pay Rate: $22/hour

As a remote Customer Support Coordinator, you’ll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You will provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls while also responding to emails, customer tasks, live chats, and other channels. Serving as a representative of our best-in-class customer care team, you'll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.

What you’ll do.

-Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels

-Independently complete administrative tasks according to standard operating procedures, including:

-Scheduling and rescheduling customer appointments;

-Processing order cancellations, returns, and warranties;

-Providing customers with shipping and order statuses; and

-Placing orders for additional supplies

-Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers

-Properly address and route customers’ support needs, including complaints, leveraging a proficient and current understanding of services

-Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance

-Ensure our customers’ privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements.

-Act as an ambassador of the culture by embodying our values in each internal and external interaction

-Other duties as assigned

What you’ll bring.

-1 years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support

-Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions

-Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus

-Comfort working independently and efficiently in a fast-paced, high-touch support environment

-Strong written and verbal communication skills delivered with a friendly and professional tone; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferred

-A remote workspace that adheres to the company’s Home Office Requirements:

-Reliable broadband or high-speed internet connection, capable of adequately conducting audio and video conference calls. Current standard is WiFi 6 (802.11ax) or WiFi 7 (802.11be)

-A quiet and private space, appropriate for conducting confidential calls and other communications that reasonably eliminates the risk of being overheard, distracted, or interrupted