Customer Service Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Handle over 50 incoming customer calls daily, with heightened call volume during December, January, and February.

• Address inquiries related to billing, payments, delivery, and emergency services.

• Accurately resolve customer issues and provide details about services, transactions, and accounts.

• Enter data correctly and update customer information using internal systems.

• Utilize the CX1/Nice phone system to manage calls and document interactions.

• Meet standards for productivity and adherence to schedules, including time in queue, call handling, and status updates.

• Engage in two weeks of classroom training followed by one week of nesting with shadowing and reversed shadowing.

• Support extended hours, overtime, weekends, and demand during storm events.

• Adhere to established processes and procedures to ensure consistent and compliant service delivery.

• Collaborate with the customer service team, share information, and escalate issues when necessary.

⛳️ Requirements

• Proven experience in customer service, preferably in a high-volume call center setting.

• Excellent active listening skills, along with strong communication, empathy, and clarity.

• Demonstrated ability to solve problems effectively.

• Capacity to work remotely while maintaining professionalism and accountability.

• Proficiency with basic office equipment and familiarity with Office 365 applications.

• Comfort with using CX1/Nice phone systems and internal customer service applications.

• Strong data entry skills with a focus on detail and accuracy.

• Ability to handle high volumes of inbound calls while staying calm under pressure.

• Must adhere to scheduled shifts and fulfill productivity metrics.

• Must be capable of hardwiring a computer using an ethernet connection.

• Must maintain sufficient internet speed for call center operations.

• Willingness to work overtime, weekends, and during storm events as business needs dictate.

• Spanish bilingual proficiency is an advantage, though not mandatory.

🏝️ Benefits

• All necessary equipment provided and shipped, including an all-in-one desktop, two monitors, and a headset.

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Voluntary Life & AD&D insurance for employees and their dependents.

• Short- and long-term disability insurance.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off (PTO), Vacation, or Sick Leave.

• Potential for future full-time conversion based on performance.

• Opportunities for overtime during weekends, storms, and peak periods.