Remote Call Center Representative (Virtual Assistant)

About the role

A remote call center position offering on-the-job training, with a minimum 9-month commitment. Previous call center experience is not required, but at least 1 year in customer service, sales or front/back office is helpful. The role is full-time, 40 hours per week, 5 days a week, 8-9 hours daily, and requires a calm, quiet environment with the required equipment.

Key responsibilities

• Handle inbound and outbound calls courteously, up-selling products and services
• Aim for first-call resolution through problem solving and effective call handling
• Research systems to find missing information and coordinate with other departments to resolve issues
• Document and process customer claims accurately
• Lead fact-finding discussions to find the best option for the customer
• Answer customer questions using the knowledge base and training, following scripts, policies and procedures, and communicate actively rather than just reading the script

Required profile

• Minimum high school diploma or equivalent
• Six months of customer service experience
• Fluent English; Spanish is a plus
• Reliable, detail-oriented, coachable and committed to the training schedule (up to 2 weeks)
• Willingness to work 40+ hours per week and give 2 weeks' notice if leaving

Required skills

• Typing speed of 25 wpm
• Ability to learn client-specific software and hardware in Windows or Mac environments
• Basic computer knowledge: operating systems, internet navigation, email, networking components
• Wired USB headset with visible microphone; wired LTE internet connection (Wi-Fi or hotspot not sufficient)

What we offer

• Remote work and on-the-job training
• Base salary and performance incentives (bonuses not guaranteed)
• Career and training development, organizational growth and professional work environment
• Two company dinners/parties per year