Customer Service Representative/Soft Collections (Remote)

POSITION OVERVIEW

Looking to work for a fast-growing, customer-service oriented company? RUI is looking for work at home Customer Service representatives, or “brand ambassadors.” In this role, you will handle inbound and outbound customer inquiries and assist customers with various billing/service issues.

The full-time positions offer competitive base pay ($14 HR to $17 HR depending on experience), plus benefits and variable bonus/contest incentives.

Every day, our goal is to provide great Customer Service, exceeding expectations, and to do that, we need the very best people to join us.

What does a Work at Home Brand Ambassador do?

This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure the best possible customer experience. In addition to bringing a customer-first attitude, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

In this role you are going to be on an inbound/outbound dialer, assisting customers who are delinquent in their cable and internet services. The customers are either calling, or being called, because they have a service interruption, or have received notice that they will have an interruption soon. They have the option to make a payment or set up a payment arrangement to keep their services on. It is our goal to keep the customer connected and work with them on a payment option to do so.

If the customer does not have the ability to make a payment, and is not eligible for a payment arrangement, you will be responsible for utilizing emotional intelligence to deliver the information, potentially deescalating the customer, or providing the customer with alternative methods to complete their payment.

Our Brand Ambassadors are responsible for the following tasks:

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Soft collections for cable, internet, and phone services
• Educate customers on their billing cycles and answer basic billing questions
• Explain and position the products and processes with customers
• Appropriately escalate customer dissatisfaction with managerial team
• Ensure first call resolution through problems solving and effective call handling

Are you a good fit?

RUI provides all new employees with an industry-leading training program, so all positive, energetic, self-motivated, and confident applicants are encouraged to apply, regardless of experience.

Qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• One year of Customer Service experience preferred
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately
• Basic knowledge of Microsoft Office Suite and the Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• Strong conflict resolution, problem solving and negotiation skills
• Empathetic, responsive and patient
• Ability to multi-task, stay focused and self-manage
• Team-oriented and customer-focused
• The ability to thrive in a fast-paced environment in which change, and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Conditions to apply:

• Must be authorized to work in the United States
• Must be willing to submit background check. Start dates are contingent on completed results
• Must be willing to submit to drug screening.

Compensation Details:
We firmly believe that you only get out what you put in. That said, we make sure that our compensation and total returns are extremely competitive. Standard starting compensation varies by experience. Regular reviews and raises are awarded based on tenure and performance. Our base pay ranges based on experience.

Benefits:

• Medical, Dental, and Vision Coverage Options
• 401(k)
• Paid Time-Off
• Regular Raises
• Daily, Weekly and Monthly Incentives/Bonuses
• Work-at-Home Opportunity
• Advancement Opportunity
• Exciting Work Environment
• Cash and Prize Contests

Scheduling Requirements:

We offer flexible 8-hour shifts. Qualified candidates will work five days a week - one day on the weekend, and one day off during the week. If you need to arrange a different full-time shift, please consult our human resources team about the creative scheduling options that are available. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.

Work from home requirements

• Quiet workspace free of background noise and distractions
• Private area acceptable for webcam use
• Internet Connection
• Download Speed 30 Mbps (minimum)
• Make sure to test your speed at speedtest.net
• Cell phone
• We will provide laptop

About RUI

RUI is an Equal Opportunity Employer (EOE) and takes great pride in building a diverse work environment. Qualified applicants are considered for employment without regard to age, race, religion, gender, national origin, sexual orientation, disability or veteran status.

For over three decades, RUI has empowered teams just like yours by delivering strategy and technology through outsourced omnichannel customer experience management and demand generation.

We are expert brand ambassadors and customer experience managers bringing deep experience across a wide range of industries to your operations. We combine the best in technology, processes, and talent to help you engage with your customers at every touchpoint within the customer journey.

We're proud to have engagement and growth strategies designed to enhance the customer experience and promote brand loyalty.

Please do not hesitate to reach out with any questions you may have.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work setting:

• Remote

Education:

• High school or equivalent (Preferred)

Experience:

• Call Center: 5 years (Preferred)

Work Location: Remote