Customer Support Representative

Overview
1099 Independent Contractor
Remote/work from home after training is completed in Tucson, Arizona
Small, well-established, family-owned company based in Brooklyn, New York
Daily Tasks
Answer incoming calls
Type details into software & call log during calls & dispatch Technicians
Follow data capture guidelines using templates provided
Monitor multiple message apps and respond/resolve in a timely manner
Follow up with Customers
Confirm appointments
Respond to Customer emails and requests
Respond to & resolve internal requests following established protocol
Set up Customer Accounts

Skills & Availability Required
Type a minimum of 60 words per minute while taking dictation
Attention to detail with name spellings, addresses and messages
High reading comprehension
Self-organized and self-motivated
Highly accountable
Adept with closely following detailed and varying instructions
Ability to follow some verbatim scripts for specific circumstances
Desire to continue to learn and improve
Effective with time management and prioritization
Efficient and accurate with time-sensitive tasks
Enthusiastic and comprehensive with self-study & knowledge-gathering opportunities
Commitment to excellence & ownership of tasks performed
Clear, concise and forthcoming communication skills
Must work all days around holidays, but will have major holidays off on the day
Must work at least 2 Saturdays per month – set at time of hire to be the same days each month

Work Experience Required & Preferred
Experience with small business is preferred. Executive Assistant experience is preferred.
Must be adept with incorporating new methods, processes and corrections as received.
Experience receiving and processing call data in a fast-paced environment is required.

Corporate Culture
This small, family-owned company has 50 years in business and provides plumbing & heating services in the New York area.
Management is responsive, involved and direct.
This job offers opportunities for growth as well as some adaptation to suit your personal strengths, time and abilities.
Busiest times of year are September through March.
Management fully supports downtime, time off and daily break schedules to avoid burnout.
Time off is flexible during times of slower work (typically April through July)
Daily schedule is set with no required overtime but hours shift for daylight savings time in NY.
Compensation is commensurate with experience.
Please forward resume & references with your salary expectations.