Customer Care Specialist Overnight

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Job description

ABOUT ANSERVE:

The Customer Care Specialist serves as the first point of contact for our clients, providing exceptional service and support across various touchpoints. The person in this role holds a wide range of responsibilities, including but not limited to, managing client inquiries, scheduling appointments, and assisting with various script related tasks. The Customer Care Specialist is expected to handle each interaction with care, professionalism, and a strong attention to detail. This position is fully remote.

Mission: To build a great company with compassionate people & achieve amazing results

COMPENSATION AND BENEFITS:

We believe that our employees and our culture are the foundation of the work that we do.

• The base compensation range is $15.50 per hour.
• 401k with up to 4% Employer match
• Health Premium covered generously
• Dental, Vision, Accident, Critical Illness.
• Generous PTO package
• Tuition Reimbursement
• Referral Bonus
• Professional Training Environment
• Work with an Award-Winning Team
• Flexible Working Conditions
• A Family-Owned Company
• Advancement Opportunities
• Manager Development Programs
• Monthly Rewards/ Incentives
• Biannual Industry Rewards

COMPUTER REQUIREMENTS:
• Must have your own PC/Laptop (Windows 10 or 11) with at least 8GB of RAM storage (Chrome books, Mac PCs not accepted), wired USB headset, webcam, and high speed internet access.

JOB PURPOSE:

As a Customer Care Specialist, you will be the first point of contact for our callers, providing exceptional customer service and ensuring a positive and professional experience. You will utilize either Pinnacle or Amtelco platform to support our clients by answering their calls, addressing their questions and complaints, and appropriately directing their inquiries.

DUTIES/RESPONSIBILITIES:

Answering Calls:

• Must communicate clearly and precisely, ensuring that clients fully understand the information provided.
• Full Understanding of Pinnacle / Amtelco Platform: Utilize our platform effectively to manage incoming calls, and ensure accurate and efficient handling of all inquiries.
• Provide Support: Offer comprehensive support to callers by understanding their needs, answering their questions, and providing accurate information.
• Appropriate Direction of Inquiries: Direct callers' questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction.

Appointment Setting:

• Ensure full understanding of all customer accounts prior to taking calls; raise concerns before the calls go live.
• Schedule consultations between callers and clients, ensuring that the appointment is set with the appropriate person, for the reason indicated, and for the appropriate amount of time.
• Maintain proper procedures for every account, ensuring timely and accurate dispatching appointment booking.
• Able to constantly deliver great customer experience while efficiently processing all appointments

The hours needed for this position are Full-Time 40 hours per week during the hours of 11pm-7am EST. This is an overnight position. Must be able to work some weekends or every weekend during the hours of 11p-7am EST.

Customer Service:

• Maintain High Standards: Consistently uphold a high standard of customer service, promoting a positive and professional customer experience.
• Discern Situations: Quickly assess and understand various caller situations, demonstrating empathy and problem-solving skills to address their needs.

Quality Assurance:

• Adhere to Policies: Abide by Anserve's Quality Assurance policy, ensuring that interactions meet the company's standard for quality and professional.
• Continuous Improvement: Actively seek feedback and engage in continuous self-improvement to enhance service quality.

Performs Other Duties as Assigned: Flexibility to take on additional responsibilities as needed to support the team and contribute to the overall success of the Customer Contact Center.

REQUIRED SKILLS/ABILITIES:

• Adhere to Anserve's core values.
• Proven work experience as an Appointment Setter or similar role
• Excellent communication skills including active listening.
• Service-oriented and able to discern the caller's reasons.
• Proficient with Amtelco platform, and/or able to learn efficiently.
• Optimistic and creative in "getting the job done" when times are difficult.
• Remote Work Discipline: Demonstrated ability to work effectively in a remote environment with high dependability.
• Disciplined in a remote environment, with a demonstrated dependability.
• Continuous Learning: Enthusiastic about learning and driven towards continuous self-improvement.
• Technical Proficiency: Familiarity with contact center software and Microsoft Office suite is a plus.
• Bilingual a plus.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED Required
• Prior Call Center Experience: Preferred, but not required

SUPERVISORY REQUIREMENTS:

• None

TRAVEL REQUIREMENTS:

• This position does not require traveling.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is:

• Regularly required to sit, talk, use repetitive motion, type, and hear.
• Regularly required to actively listen and use extensive verbal communication with callers.
• Regularly read fine print on colored screens.

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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