Customer Service Representative II - Resolution Specialist
Consumer & Customer Care
Full Time
Atlanta, Ga
1970-01-01

A REGULAR DAY AT WORK (ESSENTIAL DUTIES):

We're hiring work-from-home, full-time talent to support both Business-to-Consumer (B2C) and Business-to-Business (B2B) teams. This position is responsible for resolving escalated consumer concerns and providing support to Customer Service Representatives; ultimately driving consumer satisfaction and brand loyalty. This person will ensure that consumer issues are resolved in a timely, efficient, and professional manner. This role contributes to enhancing the service we provide to our consumers by tracking and categorizing escalations and questions received from Customer Service Representatives to drive continuous improvement. This is an important and visible role requiring the incumbent to serve as the ultimate consumer advocate, as well as subject matter expert for Customer Service Representatives. We provide virtual training to all selected candidates to include technologies, processes, and procedures applicable to the engagement channel.

KEY RESPONSIBILITIES:

  • You are the everyday voice of the Brand(s)!
  • Establish and maintain customer/consumer relationships during each interaction.
  • Demonstrate professional expertise on products and services.
  • Capture opportunities to upsell and cross-sell.
  • Write SOPs and deliverables for workplace efficiency and safety and ensure that each member is aware of associated rules.

WHO YOU ARE:

  • Ours is a dynamic, fast-paced environment that asks for flexibility and agility.
  • You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity.
  • You always strive for better, in your work and for your future.
  • With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs decision-making.
  • You build trust, good working relationships and communicate effectively with your colleagues and across functions.

Minimum Qualification

EDUCATION & EXPERIENCE (MINIMUM QUALIFICATIONS):

  • Excellent communication skills - verbal, written and digital (email, chat, text, etc.).
  • Active listening skills.
  • Effective and productive as a work-from-home team member.
  • Effectively able to multi-task in various systems.
  • Proactive problem-solving skills.
  • Strong selling and persuasion skills.
  • Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs.
  • Intermediate proficiency with keyboard (40 wpm) and Microsoft Office applications.
  • Successfully navigates through ambiguity and change in a fast-paced atmosphere.
  • Bilingual capabilities a plus.
  • Career ambitious.

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'