DESCRIPTION
This role will provide call servicing and support functions to United States-based client companies.
Primary responsibility is call-servicing, both inbound and outbound for internal or external customers, and may include additional activities as required by the client. Calls will be serviced in English and/or Spanish.
Additional activities can vary but can include retention and sales initiatives/campaigns, account review activities, mobile device troubleshooting, and other support functions as needed.
EXPERIENCE
Required:
• Experience in providing customer service in the English language
• English-speaking voice must be clear and easily understood by a US-based customer base
• High proficiency in the English language (conversational speaking and writing – minimum C1 certified English level proficiency), with the ability to convey complex information in an understandable manner, persuade customers, and negotiate terms effectively
• Exceptional negotiation skills to navigate complex customer issues with tact and diplomacy
• Must excel at using negotiation and persuasion skills to retain customers, turning potential cancellations into opportunities for upselling and increased loyalty
• Must be service-minded with an ability to integrate sales strategies into customer interactions in a way that feels natural and respectful, enhancing the overall customer experience
• Must be able to learn quickly and adapt effectively to any changes in assignments or work
• Able to interact in a professional and friendly manner, listen effectively, and communicate across different audiences
• Must work well within a team environment, sharing insights and strategies with colleagues to improve overall negotiation, sales, and service tactics across the customer service department
Preferred:
• One year of prior contact center or customer service experience
• Technical support experience; familiarity with troubleshooting mobile devices, including tablets and cellphones
• Strong sales background, with the ability to identify up-selling and cross-selling opportunities during customer interactions
REMOTE WORK REQUIREMENTS
• Private, secure work environment, free of distractions with minimal to no background noise. Co-work or similar facilities are not permitted.
• Sustainable internet bandwidth during business hours:
◦ Minimum of 20 MBPS download and 10 MBPS upload speed
◦ Must be able to work using an Ethernet connection (work via Wi-Fi is not allowed)
• Contractor-supplied computer with compatible operating system (OS) and minimum requirements:
◦ Windows 11 or higher / macOS 12 Monterey or higher
◦ Processor (CPU): Intel Core i5 (10th gen+), AMD Ryzen 5 (4th gen+), Apple Silicon (M1 chip+), or an Intel-based Mac (2020 or newer)
◦ Minimum of 16 GB of RAM
◦ Minimum of 20 GB of available hard drive space
• Contractor-supplied, USB-wired headset to take calls (Bluetooth and wireless headsets are not approved)
HOURS
Current Business Hours: Monday-Sunday, 9:00 am-11:00 pm Eastern Time (US & Canada).
• Full-time role (40 hours/week)
• Five (5) day work week, which may include weekends
• Specific schedules will vary and be set based on business needs, within current business hours
• Overtime opportunities available, based on business need
COMPENSATION
• Experience, skill, and background will determine the offered rate.
• Payment is made through direct deposit. Must have a bank account to receive payments.
• Pay is provided monthly, based on hours worked in the previous month.
JOB CONSIDERATION
This role is a remote assignment in a growing, fast-paced Business Process Outsourcing (BPO) firm, with operations managed primarily in English.
The job is offered as an independent contractor position. All compensation is based on hours worked. The contractor is not considered an employee of the company, and as such is not entitled to any benefits, including pension, retirement, transportation, profit sharing, paid time off, or other benefits specific to company employees.
