Customer Service Representative

About Us

Accretive Technology Group is a forward-thinking company dedicated to delivering innovative technology solutions. We foster a dynamic and collaborative work environment where creativity and analytical thinking drive success.

About the Role

This role is fully onsite in Seattle, WA (downtown). We are currently hiring for swing and overnight shifts.

Responsibilities

• Provide customer service to users via Live Chat, SMS messaging, email, and telephone. Ensure detailed records are maintained for all customer contacts. Typical shift volume: 150 Live Chats (up to 4 concurrent), 20-30 SMS messages, 20-30 telephone calls, and 40-50 emails.
• Review customer accounts for possible fraudulent activity and take appropriate action based on circumstances. Typical shift volume varies.
• Provide customer support to performers via email. Ensure detailed records are maintained for all performer contacts.
• Understand and adhere to department policies, procedures, and escalation processes.
• Maintain a high level of professionalism and respect with every interaction.
• May be required to work on special projects as needs arise.

Qualifications

• At least 1 year of high-volume traffic in a call center environment
• Managing an average of 25 calls, 150 chats, and 30 emails per shift - simultaneously
• Multitasking is essential in every interaction
• High energy and commitment to superior customer support
• General computer/internet knowledge
• Interpersonal, communication, customer service, and time management skills are imperative
• Independent decision-making and good judgment are essential in every interaction
• Strong written and verbal communication skills required
• Clear and courteous writing and speaking style
• Ability to identify, analyze, and solve problems
• Punctuality and excellent attendance
• Excellent organizational skills
• Ability to operate telephone, computer hardware/software including keyboard, 10-key, sit for extended periods of time
• Basic math skills (add, subtract, multiply, and divide)

Work Environment

• This position is primarily sedentary and requires prolonged periods of sitting. Occasional walking, standing, and light lifting or carrying may be required
• Work is typically performed in a climate-controlled office environment

Benefits

• Medical, Dental, and Vision coverage
• Life and Disability Insurance
• Health Care Flexible Spending Account (FSA) with 50% company match
• Dependent Care Flexible Spending Account (FSA)
• Gym Membership Reimbursement up to $75 per month
• $175 Monthly Transportation Reimbursement (up to $100 may be applied toward home internet for remote or hybrid employees)
• 401(k) with a 50% company match (no cap), fully vested after 5 years
• Eligibility to participate in the company's discretionary profit-sharing program
• Potential annual cost of living adjustments (COLA)
• PTO accrual as required by law, vacation days based on the schedule indicated below, and 9 company-paid holidays

Pay

A reasonable, good-faith estimate of the minimum and maximum hourly pay for this position is $23.00 to $26.50. The successful candidate's placement within this range is dependent on a variety of factors, such as qualifications and level of professional experience. Employees in this position may be eligible to participate in the company's discretionary profit-sharing program.

Schedule

• Years of Service 0–2: 2 Weeks annual vacation accrual
• Years of Service 3–4: 3 Weeks annual vacation accrual
• Years of Service 5+: 4 Weeks annual vacation accrual