Ford & Associates Client Services

Customer Service Representative (Remote)

Michigan City, IN

NOTE TO APPLICANT:

To be eligible for this role you must:

  • Pass a systems diagnostic on your home computer confirming your current tech set up meets the systems requirements of the role.
  • Prior high volume Contact Center experinece and/or remote work experience is a must.

We currently are seeking Customer Servcie Representatives to work remotely and to be the primary link between our client's customers both current and potential. 

We're looking for someone who can tackle customer issues, complaints, and inquiries head on, all while keeping customer satisfaction at the forefront of their decision-making and communication. 

Customer Service Representative Responsibilities 

  • Manage large amounts of inbound and sometimes outbound calls with efficiency and courtesy 
  • Follow conversation prompts and scripts when handling different topics 
  • Identify customers' needs; clarify their information; research their issues; they provide solutions and/or alternatives to solve their problems 
  • Seize opportunities to upsell products when they arise 
  • Build sustainable relationships and engage customers by going the extra mile when you can 
  • Keep accessible, comprehensive records of all conversations in our call center database 
  • Attend educational seminars to improve knowledge and performance level 
  • Meet or exceed personal/team qualitative and quantitative targets 

Basic Requirements

  • 18 years of age or older
  • Strong phone and verbal communication skills, plus active listening skills 
  • Empathetic customer focus, flexibility to manage many different personality types 
  • Ability to multi-task, set priorities, and manage time effectively 
  • High school diploma or GED
  • Multilingual in Spanish is helpful but not required.
  • Must be able to pass a background check and reside in the US. 

A little about who we look for in potential agents:

You have:
  • Empathy - the ability to share and understand the feelings of another.
  • Communication skills - the ability through written or verbal channels, explain basic facts to customer.
  • Multi-tasking skills - the ability to interact with customer over the phone while utilizing computer based tools/resources to research/document and/or facilitate the resolution of an event.
  • Resiliency - the ability to bounce back from prior negative experiences and deliver excellent service free of emotions from the prior experience.
  • Technical Capability - strong computer skills with the ability to efficiently maneuver around a windows based programs and are able to talk and type.

We are currently not accepting independent contractors residing in California, Connecticut, Maryland, Massachusetts, New York, Oregon, or Wisconsin.

Computer/Office Requirements 

  1. Quiet workspace
  2. Laptop or Desktop Computer with monitor (17" or higher...). 
  3. Computer Hard Drive with only the following Operating Systems: Windows 10. 
  4. Computer Hard Drive with 1 or more GHz dual-core processor and a memory of 8 GB RAM or more. 
  5. Computer Keyboard and Mouse 
  6. Hardwired Broadband Internet Service via DSL, Cable or Fiber Optic with an internet connection: minimum download speed of 10 Mbps or higher and a minimum upload speed of 3 Mbps or higher. 
  7. Internet Software: Internet Explorer 8.0 or 11, Edge, and/or Mozilla (Firefox 14 to 42). 
  8. Noise-canceling headset with microphone   

Fun, Required Stuff To Consider: 

Certification: 

  • Learn the client’s systems, process and how best to support their customers and products
  • Client certification can vary 2 to 6 weeks depending on client program (unpaid!)
  • No absence policy for all certification course classes. 

Nesting: 

  • Live, monitored calls from your remote location with real time support, to address additional learning opportunities
  • Nesting lasts between 1-2 weeks (paid for worked hours)
  • Available to work a minimum of 15 hours per week
  • Able to fulfull 3-5 hours weekend requirement spread over the course of the weekend

COVID-19 considerations:
Our opportunities come to you. All remote, every day ~ from the safety of your home.

Benefits:

  • Flexible Schedule 


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Do you have high-volume contact center experience?
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Can you work at least 15 hours a week?