What are the responsibilities and job description for the Customer Service Representative - Work from Home position at Everise?
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6 / 5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
You will assist associates by listening to understand their needs and concerns while answering their questions and providing support for the tax office's hardware issues, as well as software for Client-owned and some third-party software used to handle taxes in the tax office. You will manage a high volume of incoming calls, while navigating through multiple systems, including remoting into the contacts' computers to see the issue on their screen, all while finding steps to help resolve the contacts issue in the client's knowledge base.
We offer the opportunity to earn additional cash incentives to reach your goals and base pay. We offer medical, dental, vision, 401K benefits, and earned PTO. If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Job Requirements :
- Professionally handle a high volume of incoming calls
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs, and educate customers where applicable regarding products and services
- Ability to utilize and navigate multiple systems simultaneously
- Be dependable and meet all attendance requirements
- Resolve customer issues via one-call resolution guidelines and / or escalated process
- Meet or exceed company and client performance metrics
- Maintain a balance between company policy and client benefit in decision-making
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
- Responsible for call disposition or compiling and documenting customer information as required
- Ability to accept and embrace changes within the current business environment
Qualifications :
Work at Home Set-Up Requirements
Standard Connect and Speed
Wired Ethernet connection 25 Mb / s download, 10 Mb / s upload (wireless is not permitted)
Monitor
Headset
You will need to purchase a headset. Specific models will be shared during the interview process.
To be supplied by Everise :
Keyboard
Mouse
Webcam
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
