Customer Service Rep (remote in the US)

ABOUT MAMMOTH TECH:   

Mammoth Tech provides versatile and tech-savvy contact center and debt collections services for the world’s largest brands. Some of our clients have included a Top-10 Global Restaurant Company, a Top-15 U.S. Healthcare System, and goverment contracts. We specialize in many business process outsourcing efforts such as contact center work, IT as a Service, and debt collections.

We are a fast-paced, quickly growing company with a coast-to-coast presence, looking to expand multi-fold over the next few years. 

POSITION SCOPE:   

 The position of Customer Service Rep provides support for the business processes of the company. The primary responsibility of this position is providing excellent customer service to our customers and clients. This position is directed towards outstanding Customer Service Representatives who want to be part of a team of top performers empowered to provide the best customer service experience possible.

The position is a challenging job in a fast paced, performance-oriented environment. The most important attributes for this position are the employee’s character, intelligence, communication ability and personal motivation. A Customer Service Representative must use sound judgment in the execution of their duties, possess an engaging communication style and maintain a competitive, self-motivated demeanor.    

DUTIES & RESPONSIBILITIES:   

 The Customer Service Representative will be responsible for performing their tasks in a productive and effective manner.   

•  Responsible for communicating with customers via phone calls. Additional communication lines may include email, live chat, or other means as needed.
•  Ability to exceed a daily quota consisting of inbound / outbound phone calls, emails, and live chats.
•  Record detailed notes of customer communication.
•  Maintain real-time communication by keeping the inventory volume current
•  Create life-long customers by responding to their inquiry in a way that is creative, personal, comprehensive, unique, and consistent to demonstrate the customer’s value.
•  Maintaining the high standards of professionalism and customer service expected by our clients by demonstrating efficient and courteous responses in a timely and friendly manner.
•  De-escalate situations involving dissatisfied customers
•  Record and document customer interaction. Input necessary data and keep records to identify trends for escalation
•  Collaborate with other Customer Service Representatives, Supervisors, and Managers to provide the best experience possible.
•  Operate in a remote work environment by utilizing proficient computer skills and technical knowledge
•  Adapt to a fast paced and ever changing work environment.
•  Willing to work a customer service schedule, based on high volume days and times in the restaurant / hospitality industry
• Maintain consistent and undivided attention to assigned responsibilities
•  Other duties as assigned.  

REQUIRED SKILLS/ABILITIES:  

•  Clear and articulate telephone voice without major background noise or distractions
• Ability to plan, prioritize and organize workloads.   
• Self-motivation with strong communication skills; excellent decision-making skills; ability to learn quickly.   
• Must be a reliable individual able to provide consistently excellent work performance.   
• Experience with a multi-line phone system.   
•  Computer Skills: Microsoft Office, various cloud-based platforms such as Salesforce, data entry, and word processing
•  Upbeat and positive attitude
•  Ability to maintain the reputation of Mammoth Tech and any assigned clients
• Ability to adapt to change in a rapidly expanding dynamic organization.  

QUALIFICATION/EDUCATION AND EXPERIENCES: 

• Independent self-starter with excellent time management skills.  
• Strong customer service skills (1-3 years’ experience in a customer service capacity)   
• High School diploma or GED required
• Must be at least 18 years of age
• Must have your own computer or laptop with a keyboard and a mouse (IPAD, chromebooks, and mobile devices are NOT allowed)
• Must be able to work every other weekend

PHYSICAL REQUIREMENTS:  

• Prolonged periods sitting at a desk and working on a computer and telephone.  
• Must be able to lift up to 15 pounds at times.  

Mammoth Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.    

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.    

Mammoth Tech is an Affirmative Action/ Equal Opportunity Employer.