Remote Senior Customer Service Representative

3 weeks ago

San Antonio, United States Insight Business Solutions Full time
Benefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Competitive salary
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Parental leave
  • Training & development
  • Vision insurance

Work from anywhere as an Insight Business Solutions remote Senior Customer Service Representative. 

Insight Business Solutions seeks a highly motivated Senior Customer Service Representative (SR CSR) to join our team. A SR  CSR is a mid level position that consists of a mix between customer service duties and floor management duties. 

Some of the tasks the SR CSR is responsible for: CSR shifts/rotations that consist of completing  inbound and outbound customer interactions, helping CSRs with time-sensitive customer service issues, training CSRs on our guidelines and policies, monitoring the “floor”, monitoring breaks, etc.. 

The SR CSR should have excellent verbal, written, and troubleshooting skills. The SR CSR will also be responsible for creating and maintaining documentation that will go into CSR’s files for review. 

The SR CSR is responsible for developing an excellent working knowledge of all operating platforms, systems, and technologies required to fulfill job responsibilities. The SR CSR  may also be asked to assist other departments with special projects. This can open doors to additional opportunities for further training and advancement. 

Making sure that our team is supported in their daily work is vital. If you have prior experience working in a mid level/ senior position, a support or management role, or other related positions please be sure to inform us.

Key Responsibilities:
  • Manage and carefully respond to all CSR inquiries
  • Provide excellent customer service through active listening
  • Be proactive in helping CSRs through any given situation
  • Monitor “The Floor”/Manage Interaction Volume
  • Monitor Slack/Main Point of Contact in Slack
  • Perform CSR duties
  • Create records and documentation throughout the day to ensure everything is properly communicated
  • Appropriately communicate with customers and team members
  • Meet quality assurance standards as applicable
  • Perform administrative functions
Requirements:
  • Outgoing, positive, and fun personality with the desire to go the extra mile to ensure our customers and team members have a wonderful experience
  • Mastery of managing a customer’s experience - from answering basic questions to working with customers that have an issue, you will be the voice of our brands
  • Strong interpersonal skills to communicate and report daily with team members and customers
  • Ability to work independently to achieve department and company goals in a fast-paced environment with competing priorities
  • Reliable, strong wifi or internet access
  • Strong ability to organize, prioritize, and multi-task
  • Competence with Google Suite, particularly Google Sheets as well as general knowledge of PC navigation and commands
  • Proven talent in communicating effectively, both orally and written skills, with all levels of the organization
  • Professional phone etiquette
  • Ability to learn quickly on the job and retain information
  • Flexible, able to adapt to change
  • Detail-oriented, quality-focused, and well organized 
  • Strong problem-solving and decision-making abilities; ability to think analytically 
  • Scheduling flexibility
Education:
  • High school diploma or equivalent


Experience:
  • 1+ years of Mid Level/Floor Support
  • 1+ years in Contact Center/Call Center
Job Type: Full-time

Salary: $17.00 hourly, based on experience 

Nights and Weekend Availability Required 

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. The business reserves the right to revise or change duties as the need arises.

Insight Business Solutions is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental disability or handicap, marital status, veteran status, sexual orientation, or any other basis prohibited by law. 

This is a remote position.

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