What are the responsibilities and job description for the Multi-Account Customer Service Representative (COR) position at Frontline Call Center?
Multi-Account Customer Service Representative
Job Description
As a Multi-Account Customer Service Representative, you will provide exceptional support for several different accounts, offering white-glove service. This dynamic role involves handling a variety of calls, ranging from 2-3 minutes to 30 minutes, depending on the account. You will process tasks like message taking, order placement, appointment scheduling, troubleshooting, and managing sensitive information, all guided by step-by-step processes to ensure success.
We emphasize strong customer service, accuracy, and dependability, with daily monitoring of tone, notes, and overall performance. Most days are high-volume, with back-to-back calls requiring focus and efficiency. While some accounts involve minimal interaction, others require in-depth troubleshooting or handling sensitive content. You will receive live support and guidance to remain effective and confident on every call.
This role includes a tiered structure that allows you to advance and earn raises as you complete training for progressively more complex accounts. Training takes 10-12 weeks, with hands-on practice on the phones to prepare you thoroughly for each account.
Minimum Technical Qualifications
- We do not provide equipment. A Windows-based laptop or desktop is required.
- No Macs, Chromebooks, Tablets or iPads
- PC must have at least 8GB of RAM, preferably 16GB or higher
- Strong technical, and problem-solving skills
- Hardwire Connection to the Internet (No WiFi)
- Minimum download speed: 20mbps (Verify at www.SpeedTest.net)
- Minimum upload speed: 10mbps (Verify at www.SpeedTest.net)
- Cannot have any Mobile Hotspot or Satellite Internet Providers
- Dual Screens and a High-Quality Headset
Minimum Experience
- Exceptional customer service skills with a focus on professionalism and tone.
- Strong written and verbal communication skills.
- Experience handling high call volumes and troubleshooting customer inquiries.
Minimum Job Qualifications
- Successful completion of a mandatory background check.
- Proven ability to excel in a dynamic, fast-paced environment.
- Exceptional attention to detail with strong organizational skills.
- A quiet, dedicated workspace free from background noise (e.g., kids, pets, traffic, doorbells, TVs, radios).
Availability
- Schedule: 24/7 Availability - Preferably Sunday through Saturday, 3:00 am - 11:00 pm Pacific Standard Time.
- Must be available for orientation at 7:00 am and weekday training sessions starting as early as 6:00 am Pacific Standard Time, on a full-time basis.
Compensation and Benefits
- Pay Rate: Starting at $15.00/hr. This role includes a tiered structure to advance and earn raises as you complete training for progressively more complex accounts.
- Benefits:
- Medical, dental, and vision coverage.
- Retirement benefits with company match.
- Sick time and personal paid time off.
- Quarterly perfect attendance bonus.
Note: Some benefits are subject to eligibility requirements, including employment term and other factors.
About Us
Frontline Call Center is a W2 employer that does not hire independent contractors.
Salary : $15
