Customer Service Representative

As an Agent for NexGen Agency, you will play an integral role in our continued growth and success in the Contact Center industry. This is a work-from-home position, and the ideal candidate is a fitness enthusiast who is energetic, and respectful; a compassionate professional that thrives in a fast-paced, fun, and highly productive environment. This role is responsible for a variety of daily operational tasks which will include taking calls regarding member questions/concerns and franchise owner/manager inquiries.

Job Responsibilities:

• Fields, manages, and resolves calls and e-mails for all members and clubs.
• Responds to member comments and concerns.
• Provides excellent and professional customer service to all members and franchise owners/managers.
• Works collaboratively with all Corporate Departments.
• Follow and adhere to all client-approved policies, procedures, and scripts for each customer inquiry
• Stay up to date on all policy and information changes
• Utilize all existing client technology to accurately capture and provide information
• Communicate clearly with team members
• Listen to account leaders’ feedback
• Quickly identify a member's problem, document all case notes, and provide members with reasonable direction on where to address their problem to

ENVIRONMENT AND PHYSICAL DEMANDS: NO MAC/CHROMEBOOK
Business office environment
· CPU
· 2 GHz min without video or screen monitoring/recording
· Core i3/5/7 with video and/or screen monitoring/recording
· Memory
· 8 GB min
· Network
· TCP/IP network required (hard-wired LAN recommended)
· Voice bandwidth: 100 Kbps (G.711), 32 Kbps (G.729)
· Video calling bandwidth (estimated) 600 Kbps
Confirm network speed with these online speed tests:
https://www.speedtest.net/
https://www.bandwidthplace.com/
Please record your results.
· Allowed network ports in the range 40,000 to 65,535
· Outbound firewall UDP port 5080 open for SIP signaling
· UDP port 5060 open for the SIP softphone
· QoS router configurations recommended for UDP packets
· Router/Firewall ALG/SIP Packet inspection disabled
· Headsets
Professional series headsets with USB connectivity
Recommend models:
· Plantronics EncorePro 500 series
· Jabra Biz 2300 series
· Sennheiser SC 230/260 USB series
· Logitech H650e
· Operating System[9]_
· Windows 10
· Active Firewall
_· Browsers[11]
· Google Chrome 80 and later
· Mozilla Firefox 60 and later
· Internet Explorer 11 and later (Windows 7, 8, and 10) [12] [13]
· Additional Software
· Teamviewer application (for remote technical assistance)
https://www.teamviewer.com/en/download/
· Ability to sit for up to 8 hours unassisted
· Ability to enter data for up to 8 hours unassisted
· Ability to view PC screen for up to 8 hours
· Ability to prioritize in a multi-task environment

Requirements:

• Must be able to write, spell and read English
• Associates degree or education equivalent
• Must be computer literate
• Must pass a background check
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is an essential function of the position
• Problem solving and critical thinking skills.
• Great multi-tasking skills.
• Prioritize and effectively manage time.
• Positive attitude and excellent interpersonal skills.
• Good judgment and independent decision making.
• Work effectively with windows-based computer systems.
• Effectively interact in a professional and courteous manner with customer.
• Demonstrate initiative and interest in self-development
• Must be able to navigate more than one site at a time
• FLEXIBILITY IS NEEDED

Work schedule Mon-Thurs 8AM-4:30PM,EST-32hr week

Pay rate $16-18hr based on experience

Remote: The nature of the position requires a dedicated workspace with no interruption. The employee frequently is required to sit for extended periods of time up to 8 hours at a desk or table. Normal dexterity is required; speaking and hearing abilities to interact with others over the telephone, and the ability to operate a computer keyboard. Some positions may require onsite training and the ability to lift, pull or move up to 30 lbs.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 32 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Shift:

• Morning shift

Application Question(s):

• Do you live in Texas?
• Do you have a Desktop and or Laptop to work from home?

Experience:

• call center: 2 years (Required)
• Customer service: 3 years (Required)

Location:

• Texas (Required)

Work Location: Remote

Salary : $16 - $18