Customer Support Representative - Fast Paced - Telecommute

Please read the entire ad

This remote position is full-time Monday through Friday

Ideally candidates will reside in Thurston County, Pierce County, Lewis County or
Cowlitz County. Initial interviews will be conducted via web call, mandatory final interview and training will take place in Olympia or an adjacent location. This is a

100% work-from-home position. After training, the employee will work from home with daily virtual and remote supervision.

Our company is seeking a candidate who is a self-motivated person, who enjoys being challenged every day and is able to work independently as well as part of a team. The candidate will have an already established professional skill set that he or she can put to work.

The candidate will be taking and making phone calls, creating and responding to emails/text messages, and maintaining approximately 170-200 orders per month. Multi-tasking skills, good communication skills, and attention to detail are vital in this line of work. This position is extremely fast-paced and requires the ability to handle multiple tasks at one time. While the position is a work-from-home position it is mandatory that the candidate be accountable for their scheduled working hours and workload. At home distractions must be avoided or at least at a bare minimum.

The candidate must have the following in no particular order

➔ Successful remote work experience
➔ A space for a quiet home office
➔ Internet access and a laptop
➔ Order processing experience
➔ Maintain compliance with all company and business policies
➔ Schedule and administer all open orders and ensure appropriate order flow
➔ Ability to manage high-volume communication with all parties
➔ Administer optimal practices for all processes
➔ Perform troubleshooting on all orders and assist in identifying solutions
➔ Ability to adapt to changing business policies and procedures
➔ Good people skills, able to handle all types of personalities
➔ Ability to take daily direction from supervisors
➔ Experience in a fast-paced environment
➔ Ability to work independently
➔ Exceptional communication skills verbal/written and observe the rules of spelling, grammar and punctuation.
➔ Computer proficiency and software familiarity with a good understanding of computer fundamentals, including operating systems (Windows, macOS, Google Docs/Google
Sheets, Microsoft Office) and basic troubleshooting skills.

➔ Excellent email etiquette and the ability to effectively communicate with customers via email.

➔ Proficiency in using live chat software for real-time Customer Support interactions.
➔ Ability to troubleshoot and diagnose and resolve common technical issues, such as login problems, password resets, and account access issues.
➔ Understanding of mobile devices (iOS, Android) and the ability to troubleshoot basic mobile app issues.
➔ Familiarity with remote desktop software for assisting customers with technical problems remotely. Capability in assisting customers and colleagues who have varying levels of technical understanding and abilities.

➔ Enjoy the customer service side of business
➔ Willingness to learn and adapt to new software, features, and updates as the SaaS platform evolves.
➔ A good phone presence able to handle all phone calls gracefully and professionally.
➔ Familiarity with popular web browsers (Chrome, Firefox, Safari) and the ability to troubleshoot browser-related issues.
➔ Collaborative skills to work effectively with other support team members and provide feedback for continuous improvement.
➔ Knowledge of data privacy and security best practices, especially when dealing with sensitive customer information.

Compensation and Incentives

❖ Compensation for this full-time position is an hourly rate of $20/hour
❖ $175 internet stipend per month
❖ Annual merit-based raises and periodic modest bonuses based on company performance
❖ Voluntary medical benefits for the employee after the 90-day probationary period.
❖ 401K benefits within one year of employment
❖ Paid Time Off (PTO) is accrued starting day one of employment. First 2 years the employee will accrue 80 hours, after the 2 year mark the PTO accrual increases to 120 hours

❖ Company-wide in-person and virtual team-building activities
❖ Departmental quarterly virtual team building activities
❖ $100 birthday bonus
❖ Modest holiday bonus based on company performance
❖ Pet-bereavement coming 2024 in addition to our standard bereavement

Please do not call the company directly. We will call all qualified candidates directly using the contact details provided.

We encourage a friendly and positive work environment and look forward to welcoming others to our team!

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 7 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Office
• Remote

Experience:

• Customer support: 10 years (Required)

Location:

• Olympia, WA (Required)

Work Location: Remote