Customer Service Representative (CSR)

How you will impact the organization…

The agent is directly communicating with the fast growing number of end-users by phone and e-mail and helping them set up, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

The value you will deliver…

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers in regards to service issues specifically with a view to retaining customers or checking for potential fraud.
• Responding to chats and emails as required.
• Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.
• Maintain client work schedule and service level requirements.
• Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
• Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
• Report accurately on calls inbound and outbound, record calls and call details on company systems.
• Fulfill special project requests, and support porting or HP as required.
• Ability to work flexible work hours
• Follow up on customer escalations.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• 2+ years experience in a customer technical support inbound call center environment.
• 2+ Years experience resolving basic user related technical problems with directions given over the telephone or via email.
• Excellent communication skills.
• Superior problem solving skills.
• Proficiency in Salesforce
• Experience resolving basic user related technical problems with directions given over the telephone.
• Ability to work both independently and as part of a team is a must.
• Cross functional skills in supporting customers via chat and email.
• Experience supporting added areas of support functions, examples could include special projects, porting, HP support etc.

You will stand out if you also have…

• IOS experience is a plus
• HTML experience a plus
• Active, transferable U.S. Security clearance at the Public Trust level or higher preferred.

Additional details…

• Location requirements: Fully remote within the U.S.
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet.
• Eligible for sponsorship: No.
• Security Clearance: This position is contingent upon satisfactory completion of a more extensive background check through the Federal Government as a Public Trust Position. Requirements include (subject to change), but are not limited to, active U.S. Citizenship or green card holder residing in the U.S. for a minimum of 3 years and working location in the U.S.

The compensation for this role is up to $17.87 - $28.85 an hour USD. This position may be eligible for pre-approved overtime. Also included in this package for this position for compensation considerations may also include ESPP, accrued vacation, sick time, holidays and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.