Remote Customer Repair Escalation Specialist - TX

Qualfon

7d•$15 - $15•Remote

About The Position

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients

Requirements

Must live in the State of Texas
High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet.
Upload speed of 5 Mbps; Download speed of 50 Mbps
The Internet service provider (ISP) must be highly stable with 1% or less packet loss Latency under 100ms.
All Hires must have an available cell phone or tablet and be able to install our required 2FA software for Multifactor authentication on that device.
Qualfon will provide all of the equipment needed for this position.
Minimum 1 year of customer service experience required
1 year of call center experience is required
Prior Work from Home Experience is required
High School diploma or GED required
Veterans and their family members are encouraged to apply
Strong written and verbal communication skills
Professional, articulate voice and listening skills
Maintain member privacy
Internet & research skills: ability to research and quickly become an expert in a variety of subjects.
Computer savvy and can resolve minor technical issues with minimal assistance
Typing 25 words per minute with 90% accuracy
Ability to critically think through situations and solutions
Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude
Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance
At ease with multi-tasking in several computer applications at once while holding a conversation with a customer

Responsibilities

Verify outage after receiving notice via chat from a frontline alarm or agent
Open outage ticket via salesforce
Open dispatch via salesforce
Monitor status as needed
Escalate calls as needed
Place outbound calls as needed to follow up on customers’ concerns or provide additional support
Remain calm and professional when handling escalated situations or upset customers
Build lasting relationships by earning customer trust and delivering consistent, reliable service
Work quickly and accurately in a fast-paced, dynamic environment
Manage multiple tasks and responsibilities with efficiency and focus
Communicate with a smile – your positivity and warmth come through every conversation