Remote Customer Solutions Specialist

Job Summary

Shift: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, weekends as needed
60-Day Training Period: 9 AM – 5:30 PM ET or local time zone equivalent, Monday through Friday

Responsibilities

• Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model
• Ensure that customers always have the most complete and up-to-date information about the status of their orders
• Switch tasks as needed based on the current needs of the department
• Partner with other departments within and outside of Customer Solutions to support both the customer and the company
• Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution
• Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities
• Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company
• Be flexible and adapt to change as we continue to grow as a company
• Regularly connect via video for one-on-one meetings as well as team meetings
• Continue to invest in your own learning and training to enhance your abilities in the role
• Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales

Physical Requirements

• Work is performed while sitting/standing and interfacing with a personal computer.
• Requires the ability to communicate effectively using speech, vision, and hearing.
• Requires the regular use of hands for simple grasping and fine manipulations.
• Requires occasional bending, squatting, crawling, climbing, and reaching.
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection.
• Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free.
• The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.).
• PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY).
• H-1B Visa Sponsorship Not Available, W2 only.

Experience

• Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required
• Excellent verbal and written communication skills; conversational fluency in English required
• 40 Words Per Minute (WPM) typing speed required
• Consistent 75mbps download/10mbps upload internet speeds are required

Education

This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.

Desired Traits & Skills

• Ability to communicate via phone, chat, and e-mail in a fast-paced environment
• Ability to manage multiple priorities and tasks at one time
• Ability to understand and adapt to a variety of personalities and communication styles both inside and outside of the company
• Ability to work on a team and independently
• Ability to follow through and meet deadlines
• Demonstrated ability to think critically and solve complex problems efficiently and effectively
• An internal drive to succeed and a desire to learn and grow
• A concern for helping others and doing the right thing by them
• Innovation and the ability to challenge the status quo
• The ability to work a training schedule from 9 AM – 5:30 PM ET during 60-day training, Monday through Friday
• The ability to work from 9:30 AM – 6 PM ET post-training, Monday through Friday
• The ability to work weekends from 7:30 AM – 4 PM ET once a month, with corresponding weekdays off

What we Have to Offer

• A competitive benefits package including paid time off, medical/dental coverage (including telemedicine), 401k match, paid parental leave (based on tenure), and more
• Opportunities for growth and professional development
• In-depth training on our varying selection of products and the services we offer
• Opportunities to collaborate and connect virtually across teams and departments
• Continuous support through various trainings and available mentorships
• A focus on work/life balance
• One Part of the Bigger Picture

Benefits

• Medical
• Vision
• Dental
• PTO
• Paid Maternity Leave
• Paid Parental Leave
• Life Insurance
• Disability
• Dependent Care FSA
• 401(k) matching
• Employee Assistance Program
• Wellness Incentives
• Company Discounts
• AT&T & Verizon Discount
• Bonus Opportunities
• Accident Insurance
• Critical Illness Insurance
• Adoption Assistance Available at HQ Locations Only
• On-Site Fitness Centers
• Dog-friendly Offices