Job Description:

• Provide client support through voice and chat channels
• Respond to client requests and inquiries by phone, chat, and email
• Assist with product purchases, service and quality inquiries, order status, product information, account inquiries, programs, promotions, and technical issues
• Transition between communication channels as needed
• Demonstrate high standards for quality service
• Maintain current product and procedural knowledge and assess industry trends
• Work with quality and training teams to manage performance expectations
• Communicate with Team Lead, Quality Advocate, Trainer, and manager for support and development
• Maintain professionalism, courtesy, and business acumen in all client contacts
• Accurately maintain the proprietary call center database by documenting client interactions
• Adhere to schedules, deadlines, KPIs, and quality goals
• Provide proactive and professional customer communication

Requirements:

• Bilingual English and Spanish preferred but not required
• 2–3 years’ experience in a business/professional environment, preferably in the service industry
• Comparable office environment experience encouraged
• Self-starter able to manage workload efficiently
• Exceptional written communication skills
• Ability to deliver high-level client service under high volume
• Strong grammar, punctuation, and written business acumen
• Professional, upbeat, and engaging oral and/or written communication
• Ability to develop relationships with clients, including in difficult situations
• Ability to advise and counsel clients quickly and efficiently
• Computer literacy and internet proficiency
• E-commerce and online shopping experience preferred
• Experience with Windows-based applications and client relationship management tools preferred, such as Instant Service
• Excellent data entry skills and typing speed of 45–55 wpm minimum
• Flexibility to work in a dynamic shift environment, including weekends and evenings
• Punctuality and dependable attendance
• Vacation blackout period applies during holiday and promotional periods
• Equipment is not provided

Benefits:

• Performance-based bonus earning opportunity
• Full-time seasonal W-2 employment
• Remote work arrangement
• 8-hour and 10-hour shifts available

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