Customer Service Representative (Remote)

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. We?ve worked purposefully to create a culture built on the simple idea of being more human?of being a better listener to our team members, more responsive to customers, and more empathetic to all.
As a Remote Customer Service Representative for one of the largest and... most-respective non-profit organization, you'll have the opportunity to use your passion for customer care to deliver outstanding experiences to our client?s customers through a variety of channels including phone, email, SMS, and chat. Your role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions.
What You?ll Do
? Represent a diverse range of products and services for a well-respected national non-profit organization, with expertise, positivity, and a can-do attitude.
? Respond to customer inquiries and requests through phone, chat, SMS, email, and social media, with a focus on phone communication.
? Address questions about membership accounts, products, and services, as well as provide troubleshooting and website assistance.
? Answer inquiries about points balances, redemption process and activity history, account sign-up and access, and loyalty points program policies
? Assist members with an online tool providing education and decision support to better prepare consumers for future enrollments.
? Take ownership of customer issues, solve problems, and exceed expectations with sound judgment.
? Share insights on emerging customer trends and recommend process improvements.
? Attend training and participate in cross-training opportunities to enhance skills and knowledge.
? Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity.
? Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.
What We?re Looking For
? 1+ years of customer service with a track record of proven success
? High school diploma or equivalent
? Effective communication skills, both written and verbal
? Technical proficiency with the ability to learn new systems and software.
? Respectful, flexible, and open-minded when dealing with a wide range of people.
? Proficiency in identifying customer needs, asking effective questions, and guiding conversations to resolution.
? Able to provide sound recommendations and process improvement ideas based on ongoing customer support issues.
? Open to learning and growth, receptive to coaching and feedback.
? Adaptable, self-motivated, and disciplined to work independently in a performance-based team.
? Attention to detail and commitment to meeting quality standards.
? Thrives in a fast-paced environment, maintaining a stamina for clear and engaging phone conversations for the duration of a scheduled shift
? Successful completion of a pre-employment credit, criminal, and employment reference security check where permissible by state and local regulations
? Due to the home-based nature of this job, the team member is required to have a home-office system, with dual monitors, a reliable internet connection, and a conducive work-at-home environment that meets VIPdesk?s requirements.
Preferred Qualifications
? Experience in a fast-paced call center environment
? Experience working with a customer service ticketing system (e.g., Zendesk, Talkdesk) desired
? Previous remote work experience
While this is a work-from-home opportunity, you must currently reside in one of these states to be considered: Arizona, Arkansas, Florida, Georgia, Indiana, Kentucky, Maryland, Nevada, New Mexico, North Carolina, South Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin.
Compensation and Benefits
? The position pays $16.00 per hour.
? VIPdesk Connect offers comprehensive benefits, which include health insurance, life & AD&D insurance, paid time off, flexible spending accounts, and access to other benefit programs.
Training & Shift Requirements
? Training is from Monday to Friday from 10:00 am?6:00 pm ET
? After completing training, full-time shifts assigned would be between the hours of 10:00 am?8:00 pm ET.
Who We Are
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer?s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It?s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and above all, happiness.
VIPdesk Connect is an Equal Employment Opportunity and Affirmative Action Employer committed to foster, cultivate, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of our culture, reputation, and the company?s achievements. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V

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