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Emergency Response Customer Service Agent

2 months ago

Columbia, South Carolina, United States Mass Markets Full time

POSITION OVERVIEW

IMMEDIATE OPENINGS - DISASTER RESPONSE AGENTS

Mass Markets is seeking dedicated representatives to assist in disaster response initiatives. This is a temporary, remote role that will be activated based on the needs arising from disaster situations.

Selected candidates will be contacted via email and text as required. The operational hours are from 8:00 AM to 8:00 PM ET, with available shifts from 8:00 AM to 2:00 PM and 2:00 PM to 8:00 PM.

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POSITION RESPONSIBILITIES

WHAT DOES A DISASTER RESPONSE AGENT DO?

Our mission is to enhance the customer experience by providing effective solutions to straightforward inquiries. You will employ the latest customer service strategies and familiarize yourself with our account management systems while contributing to improving customer interactions during challenging times.

Responsibilities of our Disaster Response Agents include:

Assisting customers with service-related questions Understanding common inquiries and corresponding solutions Enhancing the overall customer experience Utilizing our service techniques and systems effectively Escalating any customer dissatisfaction to the appropriate channels

To excel in this role, you must be confident, fully engaged, a team player, and committed. A positive and enthusiastic attitude is essential for daily interactions.

CANDIDATE QUALIFICATIONS

ARE YOU A GOOD FIT FOR THIS ROLE?

Mass Markets offers comprehensive training for all new employees, encouraging motivated, driven, and confident individuals to apply. Ideal candidates are energetic and dedicated to their work.

Required Qualifications:

Must be at least 18 years old High school diploma or equivalent Strong organizational, written, and verbal communication skills Ability to type swiftly and accurately (20+ words per minute) Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Fundamental understanding of Windows operating systems Highly dependable with a strong record of attendance and punctuality Capability to assess, troubleshoot, and follow up on customer issues Skills in conflict resolution, problem-solving, and negotiation Customer service orientation (empathetic, responsive, patient, and conscientious) Ability to manage multiple tasks, maintain focus, and self-direct Strong team collaboration and customer focus Ability to thrive in a fast-paced environment with frequent changes Excellent interpersonal skills and the ability to foster relationships with team members and customers

COMPENSATION DETAILS

SEEKING AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that dedication should be rewarded, and we ensure that our compensation and benefits are competitive. Starting compensation is based on experience.

PHYSICAL REQUIREMENTS

This position operates in a professional office environment. While performing job duties, employees will primarily be sedentary and may need to sit or stand for extended periods while using a computer and telephone headset. Regular operation of a computer and other office equipment, including a phone, copier, and printer, is required. Occasionally, employees may need to move around the office to complete tasks, reach in various directions, and handle objects weighing up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

Must be authorized to work in their country of residence Must be willing to undergo a LEVEL II background and/or security investigation, including fingerprinting. Job offers are contingent on the results of the background/security investigation. Must be willing to submit to drug screening. Job offers are contingent on the results of the drug screening.

REASONABLE ACCOMMODATION

In accordance with the Americans with Disabilities Act (ADA), it is the policy of Mass Markets to provide reasonable accommodations when requested by qualified applicants or employees with disabilities, unless such accommodations would impose undue hardship. This policy applies to all aspects of employment.

EQUAL OPPORTUNITY EMPLOYER

At Mass Markets, we embrace diversity and believe it enhances our workplace, our company, our customers, and our community. All employment decisions at Mass Markets are based solely on merit and qualifications. We maintain a work environment free from discrimination, where all employees are treated with dignity and respect.

Mass Markets does not discriminate against any employee or applicant based on age, ancestry, color, gender identity or expression, genetic information, marital status, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

Mass Markets is committed to providing a workplace free from discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. Additionally, we provide reasonable accommodations to qualified employees with protected disabilities as required by applicable laws.

ABOUT MASS MARKETS

Mass Markets specializes in helping clients address their customer experience and digital transformation challenges through innovative solutions that deliver exceptional outcomes and drive performance. We assist businesses with outsourcing, staffing, customer service, and IT service needs by providing tailored solutions and services.

The above job description serves as a general overview of the role and is not an exhaustive list of duties, responsibilities, skills, and qualifications required for the position. Supervisors or managers may assign additional tasks as necessary. Performance will be evaluated based on the completion of the responsibilities outlined in this job description.

The employer reserves the right to revise this job description at any time. This job description does not constitute a contract for employment, and either the employee or the employer may terminate employment at any time, for any reason.