Customer Service Representative - Work from Home

Everise•Oklahoma City, AL

1d•Remote

About The Position

You will assist associates by listening to understand their needs and concerns while answering their questions and providing support for the tax office's hardware issues, as well as software for Client-owned and some third-party software used to handle taxes in the tax office. You will manage a high volume of incoming calls, while navigating through multiple systems, including remoting into the contacts' computers to see the issue on their screen, all while finding steps to help resolve the contacts issue in the client’s knowledge base.

Requirements

Ability to pass a drug screen and background check
Dedicated area to work from in your home
Internet speed requirement of 20 Mb/s for download speeds and 10 Mb/s for upload speeds (Wireless access is not permitted)
Demonstrated passion for excellence concerning treating and caring for customers, especially senior citizens
Strong decision-making and analytical abilities
Ability to identify customer needs and articulate products and services
Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime
Highly developed sense of integrity and commitment to customer satisfaction
Meet all attendance and dependability requirements
Be a team player
Wired Ethernet connection 25 Mb/s download, 10 Mb/s upload (wireless is not permitted)
Hard-wired Broadband Internet Service via DSL, Cable, or Fiber Optic
You will need to purchase a headset. Specific models will be shared during the interview process.

Nice To Haves

Some programs may require higher speeds.

Responsibilities

Professionally handle a high volume of incoming calls
Thoroughly and efficiently gather customer information, assess and fulfill customer needs, and educate customers where applicable regarding products and services
Ability to utilize and navigate multiple systems simultaneously
Be dependable and meet all attendance requirements
Resolve customer issues via one-call resolution guidelines and/or escalated process
Meet or exceed company and client performance metrics
Maintain a balance between company policy and client benefit in decision-making
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
Responsible for call disposition or compiling and documenting customer information as required
Ability to accept and embrace changes within the current business environment