<p>Job description</p> <p>POSITION RESPONSIBILITIES:</p> <ul> <li>Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers </li><li>Demonstrate high standards for quality service </li><li>Work in tandem with the quality and training team to self-manage performance expectations </li><li>Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development </li><li>Maintain business acumen, courtesy and professionalism when dealing with all client contacts </li><li>Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base </li><li>Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately </li><li>Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects </li><li>Strict adherence to key performance indicators (KPI) as set by management. </li><li>Strive to exceed key performance indicators (KPI) and quality goals as outlined by management </li></ul> <p>QUALIFICATIONS:</p> <ul> <li>High school diploma or equivalent. </li><li>1-2 years Call Center Experience preferably in a live chat environment </li><li>Retail sales experience, preferably in an ecommerce environment </li><li>Excellent Data Entry skills/- 45-55 wpm minimum </li><li>Must be computer literate and internet savvy </li><li>Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce) </li><li>Experienced in handling multiple chats at any given time </li><li>Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen </li><li>Professional, upbeat and engaging written communication </li><li>Excellent oral communication skills: clear diction, tone and use of proper grammar </li><li>Ability to deliver quality customer service in a high-volume environment </li><li>Ability to develop relationships with clients, even in difficult situations </li><li>Ability to advise and counsel customers in a quick and efficient manner </li><li>Ability to multitask by reading, typing, and navigating through applications while speaking with customers </li><li>Empathetic and active listening </li><li>Positive outlook and enthusiastic attitude </li><li>Conscientious team player </li><li>Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required </li><li>Dependable, a history of good attendance and punctuality is essential </li></ul> <p>Proven track record of ALL of the following STRIVE values:</p> <ul> <li>[S]ervice </li><li>[T]enacity </li><li>[R]esponsibility </li><li>[I]ntegrity </li><li>[V]ersatility </li><li>[E]ntrepreneurship </li></ul> <p>Salary & Benefits:</p> <p>The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.</p> <p>WORK FROM HOME TECHNOLOGY REQUIREMENTS:</p> <p>Minimum PC Requirements</p> <p>CPU Speed</p> <ul> <li>Dual Core 1.2 GHz or better </li><li>Intel Core i3 or AMD Ryzen 3 or better </li></ul> <p>Hard Drive</p> <ul> <li>40 GB or more of available space </li><li>100 GB or more of total space </li></ul> <p>Memory</p> <ul> <li>8 GB or RAM or better is preferable </li></ul> <p>Operating System</p> <ul> <li>Windows 10 Professional (No Macs or Chromebooks) </li><li>Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro </li><li>Two (2) available USB 2.0 or greater ports </li></ul> <p>Minimum Monitor and Accessory Requirements</p> <p>Monitor*</p> <ul> <li>1280 x 1024 (SXGA) screen resolution </li><li>1920 x 1080 (Full HD or 1080p) </li></ul> <p>USB Headset with Microphone</p> <ul> <li>JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function </li></ul> <p>Camera</p> <ul> <li>Integrated or USB Camera </li><li>Dual monitors may be required on some client programs </li></ul> <p>Minimum Software Requirements</p> <p>Google Chrome</p> <ul> <li>Latest version of Google Chrome for Windows </li></ul> <p>Certain client programs may require specific versions of Microsoft Internet Explorer</p> <p>Minimum Internet Connectivity Requirements</p> <p>Standard Connection / Speed</p> <ul> <li>Hard-wired connection (no wireless) </li><li>Minimum 25 Mpbs download / Minimum 10 Mpbs upload </li><li>Internet connection must not be shared with more than 3 devices in the same location </li></ul> <p>Maximum Latency Threshold</p> <ul> <li>120 milliseconds (ms) </li></ul>