$14 HR- Remote Customer Service- Must Be LOCAL TO Grand Rapids

TEKsystems•Grand Rapids, MI

20h•$14 - $14•Hybrid

About The Position

This is a remote position; however, candidates must reside near Grand Rapids to accommodate any potential requests to work from the office. The work hours are Monday to Friday, from 8:30 AM to 5:30 PM, with no overtime. Training hours may vary based on trainer availability. FIRST FOUR WEEKS ARE ONSITE FOR TRAINING.

Requirements

At least 6+ months of call center experience (inbound or outbound).
Experience with data entry or order processing, comprising 20 to 30% of the job.
Strong computer skills with the ability to navigate multiple systems simultaneously.
Excellent verbal and written communication skills.
Ability to work independently and remotely.
Capability to hardwire modem to the provided phone and maintain high-speed internet.

Nice To Haves

Experience in logistics, dispatching, or claims is a plus.
An associate degree is advantageous.

Responsibilities

Provide exceptional customer service to internal and external customers, including field technicians and business partners.
Coordinate furniture warranty service by managing inbound and outbound calls.
Provide standard information, complete forms, and determine the status of claims and cases in accordance with plan guidelines.
Meet or exceed department metrics for productivity and quality.
Dispatch and process work orders to field personnel, ensuring timely completion of documentation and data entry.
Develop and maintain strong relationships with technicians and business partners.
Resolve complex situations by applying departmental policies and procedures.
Source and onboard new and potential technicians, providing feedback and coaching.
Act as an account owner and business partner to technicians, identifying opportunities and negotiating as needed.
Liaise for business-to-business accounts, ensuring timely responses and task completion within service-level agreements.
Respond to customer inquiries, providing appropriate documentation and closing out claims or cases.
Support customers during the claim and general call center process, forwarding calls and information as necessary.