In Office or Remote IB Customer Service Representative

Inbound Call Center Agent

Job Type: Full Time

Hours: AM shift typically 6AM-2:00PM MST, PM shift 3PM-10PM MST, and one graveyard shift PT 10PM-6AM MST Monday- Sunday

Salary: $13.00 -$14.00

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 31 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:

We are looking for Remote customer-oriented Service Representatives that provide high-level Customer Service solutions to all customers/clients on a daily basis. Answer all incoming calls and make outgoing calls specific to each program or project you are assigned, using the tools provided by AnswerNet and the client to properly document all customer interactions, while maintaining a sense of integrity regarding both the company and the customer while adhering to all company policies and procedures.

Job Duties / Responsibilities / Essential Functions:

• Manage large amounts of inbound calls and make consistent outbound calls.
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/Customer Service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Required Knowledge /Skills / Abilities / Qualifications:

• Proven customer support experience or experience as a client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Must be a strong communicator: strong verbal, written, and interpersonal communication skills
• Ability to multitask, prioritize, and manage time effectively
• Proficient in typing
• Must be a peer leader: exemplary attendance, positive attitude, professional conduct and high-level Customer Service skills
• Solution-Oriented CSR: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience
• Computer Skills: familiarity with Windows, Microsoft Office, and the ability to quickly learn new software with provided training.
• Flexibility with scheduling and work hours
• Other requirements which may vary as determined by management.
• Driven by Success: the want to constantly innovate and push yourself, and your team, to being the best in the industry
• At least one year of previous high-volume call center experience
• Experience working with an automatic dialer
• MUST BE COMPUTER LITERATE
• Pleasant phone demeanor
• Experience in BOTH inbound and outbound environments

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
• Quiet dedicated place to work free from distractions including pets and children.

Job Type: Full-time

Pay: $13.00 - $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift
• Overnight shift
• Split shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• Call center
• Hybrid work
• Office

Application Question(s):

• Have you ever worked for AnswerNet or any of their subsidiaries?(Deal Breaker)
• Do you have high-speed internet with at 10 MBPS download speed and 5 MBPS upload speed, a PC/Laptop with Windows 10 with at least these computer specs Processor: Ryzen 5 or Core i5 or better Memory: 8GB RAM or more Storage 250GB or more (SSD better than HDD) (Apple/Macbook and Chromebooks are not allowed.), USB-connected headphones, a webcam, and a quiet place to work free from distractions including pets and children?(Deal Breaker)

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Required)
• Computer literacy: 3 years (Required)
• Customer service: 1 year (Required)
• Inbound: 1 year (Required)
• Outbound: 1 year (Required)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Required)
• Day Shift (Required)

Ability to Commute:

• Black Eagle, MT 59414 (Preferred)

Work Location: Hybrid remote in Black Eagle, MT 59414