Job Description

We are looking for people who enjoy helping others to successfully answer telephone calls from customers inquiring about goods and services from clients of Five Star Call Centers, while providing high-quality service with a helpful, professional attitude.

Do you want to be a superhero that homeowners look up to? We're looking for a champion in our contact center to answer the call (literally!) and be the friendly face (well, voice) behind keeping homes comfortable year-round. From leaky faucets to temperamental thermostats, you'll be the calming presence guiding customers through scheduling repairs, answering questions about heating, cooling, plumbing, and electrical woes, and ensuring their homes run smoothly. Think of your favorite superhero, but instead of fighting crime, you're defeating nightmares in home maintenance! Ready to be a customer service hero? Suit up and apply today!

This is a work-at-home position for individuals living in the state of West Virginia.

Qualifications

• Previous 1 year customer service or customer support experience required
• Previous 1 year call center or office background experience required
• Technical savvy (able to toggle between multiple browsers & systems using dual monitors)
• Previous remote work from home experience preferred
• Quick learner and able to work independently
• Type 35 words per minute accurately
• Strong phone and enthusiastic verbal communication skills along with active listening
• Must be 18 years of age
• A background check applicable with state and federal laws will be required

Responsibilities

• Answer phones, schedule customers for service visits and assist customers with any/all inquiries. Provide focused, informed communication with confirmation of accuracy while setting and delivering expectations
• Provide customer service relating to contract sales, sales promotions, and offers.
• Take incoming and outbound calls, process credit cards, offer service plans, schedule appointments, process refunds.
• Setup maintenance contract or extended warranties in the Del-Air computer database.
• Manage all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
• Make outbound customer phone calls to follow up on service, coordinate scheduling, offer service plans etc.
• Ensure that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
• Access company and client resources provided to accurately handle the call
• Seize opportunities to upsell products when they arise
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Equipment Provided

• Must have verified internet service (secure, reliable and dedicated high speed is required to support business needs/not wifi) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). Childcare for anyone 4 years of age and younger is required.

Pay & Benefits

• Starting pay - $14.50/hour, plus shift differential (extra $1/hr nights & weekends)
• Work hours - Shifts between 8:00am-6:30pm (EST); Work Days - Mon-Fri + Every Other Weekend (Will have 2 days off during the week when weekend worked)
• Paid Training - typically 2 weeks in length from 9:00am-6:00pm (EST)
• Status - Full time-Benefit (40 hrs) eligible 1st of month after 60 days

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties and required of the job.

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