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Do you like helping people? Is a fast-paced environment more your speed? We're looking for experienced customer support associates with a drive to ensure the best customer experience possible. You must be able to work at top speeds on the phone and the computer simultaneously. Check out our opportunity below!

We are looking for compassionate individuals interested in being part of an essential support team in the field of health care. Our associates play an important role in helping individuals access telehealth services. This includes enrollment, password resets, website and app assistance and troubleshooting, and more.

If you're an individual that is passionate about helping others, we encourage you to apply with Five Star Call Centers!

This position is work-at-home for individuals living in the state of Virginia.

Qualifications

• Previous 1 year product support or trouble shooting experience required
• Technical experience strongly preferred, emphasis in web and app support
• Prior 1 year call center experience preferred
• Knowledge and previous use of ticketing systems i.e., Salesforce
• Previous remote work from home experience preferred
• Ability to work independently and utilize resources to resolve customer issues
• Type 40+ words per minute with 96% accuracy
• Strong phone and verbal communication skills along with active listening
• Understanding of contact center support metrics and ability to implement actions for improvement
• A background check applicable with state and federal laws is required

Responsibilities

• Express genuine empathy and concern for your customers issues and address as if they were your own
• Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with services or products
• Ability to identify high-risk customer situations and escalate appropriately without hesitation
• Able to utilize required scripting to ensure accurate verification and resolution
• Able to work off script, as needed, probing for additional information
• Accurately document all required information and call details in the ticketing system
• Responds to and resolves open issues in an appropriate timeframe
• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Ability to multi-task using multiple systems
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Pay & Benefits

• Starting pay - $14/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
• 8 hour shifts between - 8:00am-12:00am (EST) ; Work Days - Mon-Fri & Every Other Weekend (day off during the week on wkd rotation)
• Paid Training - typically 2 weeks in length from 9:00am-6:00pm Mon-Fri (EST)
• Status - Full Time ; 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance

We have a Bring Your Own Device or equipment can be sent you option. Details below.

Equipment Provided Option - Equipment will be shipped to you.

• Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment

Bring Your Own Device (BYOD) Option - This position requires you to provide your own equipment and workspace.

• Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)

Hardware/Software Requirements:

• Processor: Intel® Core™ i5 5200 Series or greater
• Memory: 8GB on Windows 8.1 / 10 64 bits
• Screen Resolution: 1280x768 or higher, dual monitors required.
• USB headset
• • Click here for an example
• No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
• Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
• Firewall must be enabled (Will be checked prior to allowing login to system)
• Click here for the BYOD policy for full detailed list of requirements

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job. Click here to read the full description.

NOT YOUR ORDINARY CALL CENTERᵀᴹ

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