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Form of workJob Description
Listed on the Philadelphia 100 as one of the fastest-growing companies in the area, GLOBO is adding to our talented team. We are an 11+-year-old technology company and we’re going places! Our platform, GLOBO HQ, enables real-time connection with best-in-class translation, interpretation, and transcreation services, 24/7 in over 450 different languages.
What’s it like to work here? Well, we’re a close-knit team with big ideas and ambitions. We’re entrepreneurial, smart, and successful – plus we’re just a lot of fun to work with. At GLOBO, everyone is invested in our mission, and individuals are recognized for their contributions and achievements. We’re always on the hunt for people who bring energy, ideas, and personality to our growing organization.
Primary Goal: The Customer Service Agent facilitates intake calls and requests ranging from on-demand to scheduled language services for our flagship customers. This role is responsible for creating a best-in-class customer experience by consistently delivering clear, efficient and valuable support to callers.
Responsibilities:
- Facilitate intake calls, providing Customer Service and support to callers
- Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews
- Provide exceptional client service experiences
- Log and track both calls and requests while servicing clients by typing notes into our proprietary system
- Address opportunities to maintain and improve business relationships with clients
- Other duties as assigned
Required Minimum Education and Experience:
- High School Diploma or equivalent
- Strong Customer Service skills and a positive attitude
- Experience with call center software and scheduling tools
- Comfortable in a dynamic, fast-paced, and multi-line call center environment
- Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel
- Experience with Google Docs and Apple/Mac Operating System preferred
Additional Preferred Requirements:
- Ability to work independently in a decentralized environment, without the reliance on direct authority
- Highest level of personal and professional integrity and ethics
- Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
- Broad understanding of current and emerging technology practices
- High level of initiative, accountability, and follow-through
- Value strong teamwork and collaboration skills
- Demonstrated problem solving and decision-making skills;
- Ability to manage multiple initiatives and projects and prioritize needs
- Ability to work in a private, dedicated workspace in order to comply with HIPAA regulations
- Strong sense of service and passion for the company and business
- Authorized to legally work for any employer in the United States
- Willingness to submit to any requested background checks
- Fluent in English
- Must have reliable high-speed internet with sufficient bandwidth.
GLOBO Foundations Core Competencies: GLOBO has created a roadmap to success outlining the key KSA’s and competencies in each job band. To perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.
- Drive Results—Takes accountability for individual outcomes - good or bad. Prioritizes work to support Company rocks.
- Communicate Effectively - Asks questions to ensure understanding. Listens with intent to understand.
- Developing Self and Others - Expands self-awareness and is open to feedback. Takes ownership/Seek opportunities of learning, career growth, and development.
- Growth-Focused -Develops a growth mindset by keeping an open mind during change. Seeks opportunities to move out of comfort zone.
- Customer Centricity -Consistently provides excellent Customer Service. Actively gathers and leverages information to understand current and emerging customer priorities, problems, expectations, and needs - present proposed solutions within area of responsibilities
Supervisory Responsibilities: This position does not have direct supervisory responsibilities.
Work Environment: This position predominantly operates in a remote/home office environment. This role routinely uses standard office equipment such as computers and phones, and requires talking on the phone, typing, and reading call log notes. While performing the duties of this job, the employee may be required to stand up or to sit for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee may be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.
Persons with mental or physical disabilities as defined by the Americans With Disabilities Act are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.
Sound good so far? Here’s the icing on the cake and why joining the GLOBO community is something you can get excited about.
Our mission at GLOBO is to build bridges by eliminating barriers to communication. We believe the future is empathetic, and our mission is something you can be proud of! We’re committed to building a diverse community and amplifying varying perspectives, voices, and experiences that create the fabric of progress and improvement within our company.
Being a GLOBO Honeybadger comes with great benefits! We offer medical, dental, and vision plans with additional perks including benefits for virtual health and online mental health therapy. We offer a 401K with generous employer matching, Summery Fridays, and a PTO plan you can get excited about!
Want to learn more about us? Check us out on LinkedIn, Instagram, and Facebook!
GLOBO is an equal opportunity employer and we value diversity. Employment is decided on the basis of qualifications, merit, and business need.
Globo Language Solutions, LLC is an equal opportunity workplace and affirmative action employer. We do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran, or any other characteristic protected by state, federal, or local law.
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