Customer Service Analysts/Contact Center Support : Remote
Posted 5 days ago by 1752148079
Negotiable
Outside
Remote
USA
Summary: The role of Customer Service Analysts/Contact Center Support involves providing remote assistance to customers, requiring strong computing skills and the ability to troubleshoot basic issues. Candidates must maintain a quiet and focused work environment while meeting productivity and quality targets. The position emphasizes adherence to policies and compliance, ensuring satisfactory audit ratings. Flexibility in working hours, including weekends and holidays, is essential for this role.
Key Responsibilities:
- Conduct basic computing troubleshooting and utilize Microsoft Office suite for email and account management.
- Meet daily task handling through various forms of communication, ensuring quality and productivity targets are met.
- Adhere to established policies, procedures, and compliance for satisfactory audit ratings.
- Demonstrate analytical capabilities and ensure accuracy in completed tasks.
- Work collaboratively as a team player with excellent verbal and written communication skills.
- Handle customer inquiries, investigate issues, and make outbound calls as necessary.
Key Skills:
- Proficiency in English and strong computer literacy.
- Experience in ITES/BPO/KPO/Customer Service Operations.
- Ability to adapt to changes in processes and updates.
- Strong numerical skills and attention to detail.
- Experience in call center operations preferred.
- Ability to multitask and solve problems effectively.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
Role: Customer Service Analysts/Contact Center Support
Location: Remote (The candidates should be located in any of these states: Alaska, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Missouri, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia and Wisconsin)
Duration: 12+ Months
Pay rate: $13.50/hr. W2 (on our W2, max)
Note:
Remote worker verification process to be put in place immediately via webcam and audits will be performed eventually.
Closed workspace (any room that can be closed by a door, office, bedroom, etc.)
No shared living spaces unless living alone
If the laptop or screen can be seen from a window it must be covered (shade, blinds, curtains, etc.)
Highspeed Internet verification (screenshot of bandwidth, Fiber, Cable, DSL
No satellite or mobile broadband connections
Quiet and focused work environment
No personal responsibilities during working hours
No barking dogs or other domestic noises
Requirements:
Please Confirm the Candidates Are Able to Conduct Basic Computing Troubleshooting. Being able to utilize Microsoft Office suite to go through their emails, basically set up an online account, reset a password, things of this nature which may be routine for a regular computer user.
Productivity Management:
Should be able to meet daily task handling through various form & medium of communication, written and/or verbal or phone.
Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA s.
Ensure accuracy in the tasks completed.
Demonstrate analytical capabilities while performing tasks.
Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating.
Specialized/Practical Knowledge:
Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.
Good proficiency on English language.
Computer literate should be able to work with different programs and screens with the customer on the line.
Exposure to business domain is an added advantage.
Excellent grasping powers able to understand the various processes.
Team player with excellent verbal and written communication skill.
Willing to work in 24/7 environment and sign a service agreement as per company norms.
Ability to work in flexible work schedule, including holidays & weekends.
Knowledge, Skills & Abilities:
Should be committed and focused to succeed under challenging work environment
Should be able to adapt with the changes in the processes and updates in a dynamic process.
Strong numerical skills and a positive "Can do" attitude combined with strong attention to detail and an awareness of current market issues.
Should seek feedback on one s performance and uses that feedback to grow
Brequired
Customer Service Associate/Customer Care Representative
Please Note:
Computer skills are a must.
Call center experience preferred.
The job requires multitask, data entry and soft experience using the phone to call.
Able to solve problems.
Agents will work cases, investigate, research and make outbound calls to doctor s offices or clients as necessary. There s also insurance resolutions and benefit verifications. High Level = Resolve cases to ensure our customers get the right medications in a timely manner. Average case time is 20 minutes.