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Work From Home - Customer Service Associate

Virtual Req #13
Friday, January 3, 2020
Position Summary:

The Customer Service Representative supports one of the world’s leading companies in the construction equipment industry.  You will be responsible to assist existing and prospective customers by determining their support need and facilitating contact with the correct team or department.  You will provide customers with product and warranty information, first tier technical troubleshooting for portable consumer generator products, as well as onboarding assistance for potential Authorized Sales and Service Centers. Support channels include phone, email and live chat.


Overall Responsibilities
:

  • Establish appropriate and professional rapport with customers, using discussions to strengthen brand awareness and create follow up opportunities
  • Respond to general questions and facilitate problem resolution
  • Provide information and direct inquiries appropriate for the identified customer needs
  • Troubleshoot basic technical/mechanical product issues
  • Accountable to provide complete resolutions to customers through process adherence, including internal/external client documentation
  • Recognize when to escalate complaints or scenarios falling outside the support boundaries through established process
  • Must be available to work any shift within the hours of operation (Mondays - Sundays 12 am - 12 am)
  • Provides support to the customer via phone and email
  • Track all contacts within the specified systems
  • Educate customers about specific service and support benefits
  • Use of tools to perform job duties
  • Other duties as assigned


Job Requirements:

  • Must be resident within province of Ontario, Canada
  • Demonstrated ability to question logically and effectively to identify the root cause of a problem
  • Ability to be a flexible and adapt to new situations quickly, anticipate the next question/issue, with a focus toward first contact resolution
  • Demonstrates self-assurance in communicating with customers and possess excellent rapport building skill
  • Must be fluent in written grammar and spelling and able to communicate in the business writing style in language(s) hired for
  • Understand and comply with all company and departmental rules and regulations, policies and procedures
  • Must have working knowledge of Microsoft software products; Excel, Word, Outlook, SharePoint
  • Must be capable of typing at 40 WPM as verified by a formal test
  • Must be a self-starter, organized, detail-oriented and have ability to handle multiple tasks simultaneously
  • Strong knowledge and experience working with contact tracking and CRM systems
  • Must be flexible to work all shifts within the department’s operating hours
  • Regular predictable attendance required


Experience:

  • High school diploma or equivalent is required
  • Previous contact centre experience or work from home
  • Intermediate Windows-based PC and software knowledge


Requirements for Work from Home Agents:
 

  • A separate room/office with a door that can be closed and locked during working hours is required. Guests, family members and others may not be present in the designated office area during working hours
  • Work conditions of the employee’s residence (office area) are appropriate and safe and must meet the occupational safety and health standards for work from home employees
  • The designated office area should be reasonably soundproof so that you may work uninterrupted by noise
  • Monitors must be able to be positioned in such a way as to not face ground-level windows
  • Must have a hardwired high speed home internet connection (DSL, Cable, Fiber) providing a minimum of 10 Mbps download and 2 Mbps upload speeds as verified by a speed test.  A wireless connection is not permitted
  • Designated office area must have a surge protected electrical outlet(s)

Other details

  • Job Family Operations
  • Pay Type Hourly
  • Hiring Rate $15.50
  • Travel Required No
  • Travel % 0
  • Telecommute % 100
  • Required Education High School
  • Job Start Date Monday, January 27, 2020