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Agent, Client Service

3 months ago

Little Rock, United States ProVision Virtual Solutions Full time
ProVision Virtual Solutions, a start-up business process outsourcer, based in Little Rock, Arkansas, is seeking remote professionals to join our team of Customer Service Agents in Client Service. This role is open to candidates that reside in the State of Arkansas. Job Description

ProVision Virtual Solutions is seeking a Customer Service Representative to support our vast array of clients and their customers. The Client Service Agents supports existing, and attracts potential, customers for ProVision’s Clients by answering product and service questions; providing information about additional products and services and engaging in Value-Based conversations to identify the benefit of such additional products and services. You may also be responsible for processing orders, preparing correspondences and overall meeting customers needs to ensure overall interaction satisfaction. 

This opportunity requires applicants to have a High School Diploma (or qualifying equivalent), 0 – 3 years of experience in a related field, as well as knowledge of commonly-used concepts, practice and procedures in the industry. 

You will rely on instructions and pre-established guidelines to perform the functions of this job. You will operate under minimal supervision. Primary job functions frequently require exercising of independent judgement. You will report to a Supervisor (Lead) and Manager. The overall target of your team will be to ensure excellent service standards and to maintain exceptional customer satisfaction.

This is a 100% Virtual/Remote Opportunity. Equipment (including a Laptop, peripherals, and a external Monitor) will be furnished by the company to perform the functions of the job. You will be responsible for creating and scheduling your own hours. This provides you 100% flexibility on work schedule within the parameters set forward by the client. There will be a minimum number of hours (25+) require for you to work, although this minimum will deviate based upon the client opportunity assigned.

Job Functions

Please note, the below functions are not all inclusive. Some items listed below may not be assigned to you as a permanent job function. Some items not presented on the list below may be assigned to you as a permanent job function.

  • Opening and maintaining customer accounts by recording customer and account information.
  • Resolving product or service problems by clarifying customer complaints, identifying the cause of problems, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
  • Maintaining financial accounts by processing customer adjustments.
  • Recommend products or service reports by collecting and analyzing customer information.
  • Contributing to team effort by accomplishing related results as needed.
  • Manage large number of incoming calls.
  • Generate and validate sales leads.
  • Address and resolve billing inquiries.
  • Service inbounds calls for roadside assistance and other service requests.
  • In roadside assistance calls, be able to effectively identify, validate and dispatch service provides to the location of the calling customer.
  • Place outbound calls as necessary to client partners or representatives.
  • Transfer inbound and outbound calls, as necessary.
  • Be able to form and engage in value-based conversations to identify the best fit products and services to support customer lifestyles.
  • Provide excellent retention-centered Customer Service.
  • Strive for First-Call Resolution.
  • Deliver best-in-class Technical Support and Troubleshooting.
  • Assisting customers with placing new orders for products or services or assisting customers with adjustments to existing orders for the same.
  • Be a positive representative for the client’s Brand.
Requirements
  • Proven customer support experience.
  • Track record of over-achieving quota.
  • Active-listening skills.
  • Ability to self-manage.
  • Customer orientation and ability to adapt/respond to different character types.
  • High School Diploma or Equivalent.
  • Please Note: A scheduling capacity class will be required for all prospective applicants to provide detailed instructions on how to properly self-schedule within state guidelines. Passing this class is a requirement for employment. There will be regular auditing of schedules created by Employees to ensure they comply with local and state guidelines
Compensation Details
  • This is a W2, Non-Exempt (HOURLY) Position.
  • This position is Part-Time with a standard minimum of 25 hours.
  • Hours worked may vary, up to 40 hours per week, as required by the Client or elected by the Agent with expressed need from the Client.
  • Overtime will be paid at the standard rate of Time and Half (1.5x) and may be approved by the Manager as is necessary with expressed need from the Client.
  • Hourly Wage will vary, based upon state, but will be between $11.00 and $12.50.

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