Customer Service Representative

This is a fully remote position, open to applicants in Virginia, +1 more state.

📋 Description

• Act as the initial point of contact for members

• Assist customers with inquiries and issues regarding transportation

• Arrange, adjust, and cancel reservations as needed

• Gather and record details of customer complaints and concerns

• Ensure accurate documentation of all relevant customer information

• Attend mandatory meetings and comply with company policies and procedures

• Maintain acceptable standards of attendance and punctuality

• Ensure precise trip data entry and documentation

• Uphold a polite, professional, and courteous demeanor

• Show dedication to delivering high-quality work

• Refer unresolved customer issues to the appropriate departments for further investigation and resolution

• Foster a positive and collaborative work environment

• Support a contact center that operates 24/7/365, including nights, weekends, holidays, and necessary holiday coverage

• Engage in additional projects or responsibilities as assigned

⛳️ Requirements

• Must reside in West Virginia

• High School Diploma is preferred

• 0-2 years of experience in a contact center or customer service role with high call volumes and data entry preferred, or an equivalent combination of education and/or experience

• Exceptional customer service and interpersonal skills with the capacity to work independently as well as part of a team

• Ability to rapidly learn new technologies and processes

• Capable of understanding and following complex instructions

• Proficient in typing at least 35 words per minute

• High-speed internet connection of at least 25 Mbps download and 5 Mbps upload; proof of speed test is required

• Ability to directly connect to the modem via a hardwired connection

• A dedicated workspace that is separate from other living areas to ensure the privacy of sensitive information

• Must be available to attend 100% of training and to be on camera during the first 30 days of employment

• Availability to support a contact center operating 24/7/365; schedules may include nights, weekends, and holidays, along with mandatory holiday coverage

• Capability to sit for extended periods; frequent use of telephone, headset, and computer; data entry; occasional standing and walking; and lifting up to 10 lbs.

🏝️ Benefits

• Medical, Dental, and Vision insurance

• Employer Paid Basic Life Insurance and AD&D

• Voluntary Life Insurance (Employee/Spouse/Child)

• Health Care and Dependent Care Flexible Spending Accounts

• Pre-Tax and Post-Tax Commuter and Parking Benefits

• 401(k) Retirement Savings Plan with Company Match

• Paid Time Off

• Paid Parental Leave

• Short-Term and Long-Term Disability

• Tuition Reimbursement

• Employee Discounts (retail, hotel, food, restaurants, car rentals, and much more!)

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job