Employer: Pitney Bowes
Job Description:
This is a US Remote position. Preference will be given to candidates in the Mountain and Central Time Zones. All candidates must be available to work Monday-Friday, 8:30am-5:00pm CT.
You are:
A focused individual who will receive calls, chats, and emails, from clients and colleagues and assist with advising and then directing them to the correct department. You will use your ability to speak clearly, distinctly, and with a friendly, courteous tone as well as your well-honed listening skills to put callers at ease and obtains accurate, complete information. You are committed to strong customer service, knowing that you are the first voice a client will hear and the impact your encounter will have on that client s experience. You are motivated to submit new ideas, strategies or concepts to ensure that the business is retained, and the client is satisfied.
You will:
- Answers and routes incoming calls, emails, and chat messages on a complex digital telephone system.
- Performs database retrieval for directory information.
- Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc.
- Assists callers in identifying needs, explains next steps or provides key information, and then routs calls appropriately, providing a warm hand off where necessary.
- Answers questions and provides some training for new operators and colleagues.
- Keeps computer skills current by attending training on new equipment and learning new or modified procedures.
- Identify calls in need of immediate assistance and escalate to a department manager where appropriate
- Punctuality and dependable attendance is critical to success
Your background:
- 2 years of call center, call handling, phone operator, or related experience
- Proven core customer service skills, including but not limited: strong interpersonal and listening skills, ability to identify issues and determine appropriate division for resolving said issue, ability to present a calm confident telephone manner and work with clients who may be angry or in distress.
- Ability to navigate numerous software, web browsers, and other relevant computer applications simultaneously while advising customers in a fast-paced environment. Proficiency in Microsoft Office applications is required.
- Home office/desk with reliable internet service sufficient to meet the needs of the position. Proven success working from home is preferred, but not required. All computer equipment and peripherals will be provided. Ability to hardwire computer is preferred.
- History of exceeding expectations, as demonstrated through annual reviews, awards and recognition, exceeding company goals, etc.
- Available to work Monday-Friday, 8:30am-5:00pm Central Time.
To be successful working remote in this role, you must:
- Have a secure, quiet, distraction-free area at home in which to focus on work and protect client data
- Have dependent and child-care arrangements
- Be comfortable primarily communicating with colleagues via videoconference
- Be as productive (if not more) working from home as in office
- Be able to work independently with little direction
- Have the technology to work successfully at home
- Reliable high-speed internet
- In-house, hard-wired internet connection
- Internet Service Speeds, while working, must support a minimum 30 Mbps download
- Check your current speed at www.speedtest.net; ongoing checks once working are required