Responsibilities
- Handle both inbound and outbound calls in a courteous manner while up-selling products and services to customers.
- Ensure first call resolution through problems solving and effective call handling.
- Research systems to find missing information as applicable; coordinate with other departments of Voice Dream to resolve issues when needed.
- Accurately document and process customer claims in appropriate systems.
- Lead fact-finding discussions to determine the best options for the customer.
- Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedure.
- Actively listening and communicating with customers, as opposed to just reading the script.
- Other duties may be assigned.
Requirements
- Minimum high school diploma or equivalent.
- Six months customer service experience.
- Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to effectively present technical information clearly and concisely.
- Ability to fluently speak and comprehend the English language.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.
- Ability to listen and respond while keying into automated system.
- Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment).
- Able to accurately type 25 wpm.
- General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), and email applications.
- The employee must maintain regular and acceptable attendance at such levels as determined at Voice Dream's sole discretion.
- The employee must be available and willing to work 40+ hours per week as Voice Dream determines is necessary or desirable to meet its business needs.
Nice to Have
- At least 1+ yrs experience in customer service, sales, or front/back-office experience.
Benefits
- Awesome colleagues who are dedicated to Voice Dream and our customers!
- Remote Work Training (Must complete training)
- Base salary
- Performance incentives (Bonuses are not guaranteed and solely based on client and company discretion)
- Weekly Schedule (5 days a week)
- 8-9 hours daily schedule (break included)
- Career & Training Development
- Organizational Growth
- Professional Work Environment
- Two yearly company Dinners/Party
Work Arrangement
Remote (Worldwide)
Additional Information
- If hired for this opportunity you will be required to work from a calm and quiet environment with the required equipment listed throughout the application process.
- If this sounds like you, submit your application today!!
- In case the applicant wants to leave the company, under any circumstance, the applicant is required to present HR with a 2-week notice.
- For windows users - 8GB of RAM (minimum) - Core i5 (4 core minimum) - 2.00 GHz (minimum)
- For iOS users - 8GB of memory (minimum) - Catalina Model / Big Sur Model / M1 chip -2.00 GHz (minimum)
- For Headset - A USB wired headset with visible microphone is required (no wireless or aux)
- Applicant will not be approved if AirPods or earphones are used instead of a headset
- For Internet - A wired LTE connection is required (router must be powered by a SIM card and wired to the laptop)
- Wi-Fi connection won't be sufficient
- Hot-spot won't be sufficient
