Virtual Assistant (remote-work)

Responsibilities

• Handle both inbound and outbound calls in a courteous manner while up-selling products and services to customers.
• Ensure first call resolution through problems solving and effective call handling.
• Research systems to find missing information as applicable; coordinate with other departments of Voice Dream to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact-finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Actively listen and communicate with customers, as opposed to just reading the script.
• Other duties may be assigned.

Qualifications

• Minimum high school diploma or equivalent.
• Six months customer service experience.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to effectively present technical information clearly and concisely.
• Ability to fluently speak and comprehend the English language.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.
• Ability to listen and respond while keying into automated system.
• Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment).
• Able to accurately type 25 wpm.
• General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), and email applications.