100% Remote Bilingual English/Portuguese Speaking Customer Service Representative

Job Type: Full Time/ Temp

Hours: 9:30am - 6:00pm CST M-F

Salary: $15.00 Bilingual English/Portuguese

Benefits: Available after 90 days for full time employees

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Job Summary:

A Work from Home Customer Service Agent will take, and place calls to/from customers using a PC based soft phone with a headset. The calls can average 5 to 6 minutes but can be up to 15 minutes in length. Our ideal candidates are empathetic, patient, professional, and passionately communicative both orally and with the written word. Our most effective CSRs can put themselves in the callers’ shoes and assist as necessary. Our paid training program will equip you with the knowledge you need to assist customers, and our supervisors will support you every step of the way.

Job Duties / Responsibilities / Essential Functions:

• Primary role is to assisting callers in:
• Order Management - placing generalized and specialized orders, return orders, order status, shipping status
• Digital Support - web log on, clearing customer’s cache & cookies, creating online accounts
• Financial Support – Payments, balance inquiries, invoice requests, tax exemption questions
• Support customers via web chat and have a strong written word communication skill
• Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements
• Document all call activity accurately in the client’s systems with complete and thorough notes
• Identify the needs of the customer, clarify information, and provide accurate answers to customer’s issues or concerns
• Attend team daily remote meetings as scheduled via Zoom
• Attend customer training sessions scheduled via Zoom
• Requirement to diligently log into Paycom payroll system, Contact Center tools and websites as required

Required Knowledge /Skills / Abilities / Qualifications:

• Must have a quiet place to work from home free of distractions, noise and interruptions
• Must possess excellent written and verbal communication skills, especially for listening
• Have a high level of compassion for callers and desire to de-escalate destressed callers
• Must have good interpersonal skills to enable an easy conversation flow with customers at all time
• Have the skill to use key phrases to show empathy and compassion for the callers
• Must learn and maintain knowledge of customer relationship or Customer Service practices mistake free
• Flexibility in role/job function changes and shift to meet customer requests and demands
• Skilled at typing (intermediate level) and data capture and entry using proper grammar and correct spelling
• Must be able to multitask and manage time properly and effectively
• Work remotely reliably working the assigned schedule and comfortable getting support from supervisors through chat and Zoom
• Must be able to adapt to different situations and individuals
• Ability to work as a remote team member with solid communication skills using group Chat and video conferencing technology
• Ability to take directions from leadership using Video Conference (Zoom) and a group Chat solution such as Matter Most
• Skilled at using group Chat and Zoom Video conference communicate with leadership for issue escalation
• Attend training & learn processes and procedures using video conference technology (Zoom) in a remote learning environment
• Willing and able to work 8 -hour shifts using a computer with keyboard, using two monitors, and a headset with microphone to verbally communicate with customers
• Must be comfortable at handling back-to-back calls and potentially speaking to up to 6+ callers per hour
• Be dedicated to work the schedule provided. Absences are not tolerable.
• Must be acceptable to have calls monitored and/or recorded & understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client's needs.
• Must be capable of reading from scripts

WAH Requirements:

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• Dual Monitors
• Quiet dedicated place to work free from distractions including pets and children.

Language:

• English as a primary language or
• English/Portuguese fluent as secondary is a plus

Experience/Education:

• Must be 18 years or older
• A minimum of high school diploma or GED
• A higher degree would be of great advantage, especially for career advancement
• At least 1 years of work experience in a call center/Customer Service, experience using the Snowflake platform environment is a plus.
• Must be able to pass a 7-year background check

Job Types: Full-time, Temporary

Pay: $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Remote

Application Question(s):

• Do you have high-speed internet (Hardwired, Ethernet cable) with 100 Mbps Upload and 10 Mbps download speed , a PC/Laptop with Windows 10 computer with 2 Monitors with at least these computer specs Processor: Ryzen 5 or Core i5 or better Memory: 16GB or more Storage 250GB or more (SSD better than HDD) (Apple/Macbook and Chromebooks, or tablets are not allowed.), USB-connected headphones, a webcam, and a quiet place to work free from distractions including pets and children?(Deal Breaker)
• Have you ever worked for AnswerNet or any of their subsidiaries?(Deal Breaker)
• Can you read, write and speak in both English and Portuguese? (Deal Breaker)

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Required)
• Customer service: 1 year (Required)
• Computer Skills: 1 year (Required)

Language:

• Portuguese (Required)
• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: Remote