客户关怀专员 夜班
Customer Care Specialist Overnight
关于安塞尔夫：
客户关怀专员是我们的客户的第一接触点，通过各种接触点提供卓越的服务和支持。该职位承担广泛的责任，包括但不限于管理客户咨询、安排预约以及协助各种脚本相关任务。客户关怀专员需要以细心、专业和高度关注细节的方式处理每项互动。该职位为全远程办公。
使命：与有同情心的人一起打造一家伟大的公司并取得非凡的成果
薪酬与福利：
我们相信员工和我们的文化是我们所做工作的基础。
基本薪资范围为每小时15.92至16.20美元。
401k计划，雇主匹配最高4%
健康保险由公司慷慨承担
牙科、视力、意外、重大疾病保险
充足的带薪假期
学费报销
推荐奖金
专业的培训环境
与获奖团队合作
灵活的工作条件
家族企业
晋升机会
经理发展计划
每月奖励/激励
半年一次的行业奖励
电脑要求：
· 必须拥有自己的PC/笔记本电脑（Windows 10或11），至少8GB内存（不接受Chromebook或Mac电脑），有线USB耳机、摄像头和高速互联网接入。
职位目的：
作为客户关怀专员，您将是我们的来电者的第一个接触点，提供卓越的客户服务，确保积极且专业的体验。您将使用Pinnacle或Amtelco平台来支持我们的客户，接听他们的电话，解答他们的问题和投诉，并适当引导他们的咨询。
职责/责任：
接听电话：必须清晰准确地沟通，确保客户充分理解所提供的信息。
全面了解Pinnacle/Amtelco平台：有效使用我们的平台来管理来电，并确保所有咨询的准确和高效处理。
提供支持：通过理解客户的需求，回答他们的问题并提供准确的信息，为来电者提供全面的支持。
适当引导咨询：将来电者的问题和投诉引导至合适的部门或个人，确保快速解决并提升整体客户满意度。
安排预约：
在安排预约前，确保完全了解所有客户账户的情况。
查看英文原文
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 $15.92 - $16.20 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
Full-Time Schedule: 40 hours per week, working between 12:00 AM–8:00 AM EST.
Employees must be available to work both Saturday and Sunday. Open availability on weekdays is strongly recommended to provide flexibility in scheduling.
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 professionalism.
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, Call Center, 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.
Salary: $15.92 - $16.20Originally posted on Himalayas