Job Summary

We are looking for…
Remote agents that like to take charge and find resolution. They are confident decision makers and go-getters that put their strengths to use to deliver an exceptional customer experience and make customers happy. They are customer focused, curious, critical thinkers, and love working with others in a virtual setting. If you like to take control of a situation, enjoy problem solving and guiding people to success, this is the role for you.
As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers.

The ideal candidate will meet the below criteria:
Wired internet with speeds meeting 10Mbps download and 4Mbps upload (if multiple devices are using internet during your working hours, add 5Mbps download and 2Mbps upload to the baseline, per device used). Have a designated workspace that is distraction-free and allows you to give your full attention to the customer during your shift.

Schedule - Mon-Fri 9:30am to 6pm MST or 8:30am to 5pm PST. No weekends. No overnights.
Hours are set. We don’t do any shift/hour bidding.
The job is 100% remote. You get to work out of the comfort of your home.
We provide all equipment (computer, keyboard, mouse, two monitors).
Training time is paid. Approximately 4 weeks of training.
Salary starting at $20.00/hour, actual compensation will be confirmed in writing at the time of offer.

The Customer Service Representative is responsible for processing customer purchase orders, resolving order-related issues, handling internal and external customer inquiries, cross referencing products and offering substitutes to increase revenue, expediting shipments, and communication with suppliers, customers and sales representatives. Customer Service Representatives serve as a liaison with all parties to enable sales growth.
We offer a comprehensive benefits package that supports our US colleagues and their families, this generally includes but is not limited to:
Medical, vision, and dental plans, a wellness and reimbursement program, and 18 days of paid time off (PTO, prorated by starting date), 9 paid holidays annually, paid parental leave, retirement and savings programs, such as our competitive 401(k) plan with a limited employer match.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.
• Responsible for handling inbound sales and customer communication (calls/emails/click-to-chat) in the processing, expediting, and troubleshooting of customer orders.
• Owns the customer request and experience from initiation to final conclusion, including full follow up on open issues.
• Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.
• Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Follow up with sales, suppliers, and customers on any outstanding issues.
• Looks for opportunities to provide solutions.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards, and quality standards.
• Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

• High school diploma or GED required; Bachelor's degree a plus
• 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Strong communication skills, both verbal and written
• Must be a team player by working cohesively within customer service and with employees outside the department, while also demonstrating the ability to work independently.
• Must be comfortable working in a matrix environment
• Possess proven problem-solving skills and resourcefulness
• Must be customer and sales focused
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