Customer Service Representative

How you will impact the organization…

We are looking for someone who will provide an excellent customer experience to all of our customers.  Enthusiasm, passion, energy and self-motivation are critical attributes for the position.  Prior experience in a call center environment is not required, but customer service background and experience is essential.

The successful candidate will be responsible for dealing with existing and future customers to answer inquiries by phone and e-mail on topics such as login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support.

The value you will deliver…

• Efficiently and professionally support customers via phone and email, ensuring accuracy in all interactions.
• Provide exceptional customer service and promptly escalate any complex issues or complaints.
• Focus on retaining existing customers who contact us to cancel their service.
• Communicate with customers regarding account inquiries and ensure timely follow-up.
• Maintain and develop in-depth knowledge of the company's products, services, policies, and procedures.
• Periodically contact customers to facilitate payment collection or update payment methods.
• Accurately report on all inbound and outbound calls, logging and tracking details within company systems.
• Utilize acquired knowledge and information to effectively troubleshoot and resolve customer issues.
• Regularly provide constructive feedback, suggestions, and improvement ideas to the team supervisor.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• Candidate needs to be U.S native citizen with security clearance as they will be required to support VA/FED customers.
• 1+ year of experience in a customer service environment.
• Required to work the specified shift pattern. The shift pattern includes: Tuesday- Saturday: Tuesday- Thursday 8:30pm-5:00am PST,  Friday: 6pm- 2:30am PST, Saturday: 3pm-11:30pm PST. 
• Must be fluent in English, both verbal and written.
• Excellent communication skills (oral and written).
• Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitude.
• Strong soft skills, including empathy, patience, a calm disposition, positivity, and active listening.
• PC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc)
• Proven experience in a customer service environment is essential, with call center experience being a significant advantage.
• Exceptional communication skills, both written and verbal.
• Demonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listening.
• Must be enthusiastic, friendly, professional, and polite, with an excellent attitude.
• Strong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-task.
• PC proficiency, with working knowledge of MS Word, Excel, and Outlook.
• Ability to contribute effectively as part of a team while also being capable of independent work.
• Must have reliable internet (partial reimbursement is available)

You will stand out if you also have…

• Strong Customer Service Background/Experience

Additional details… 

• Location requirements: Fully remote within the U.S. 
• Travel requirements: Up to 10% travel. 
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet.
• Eligible for sponsorship: No
• Security clearance: Ability to achieve and maintain a security clearance with the U.S. Government is required.

The salary range for this role is $17.50 - $27.50 USD an hour.  The total compensation package for this position is negotiable and may also include annual performance bonus, ESPP, enhanced time off packages and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.