Job description
This is a challenging role combining front-end customer interaction, back-end service request fulfillment, member relationship management, and providing excellent service through first call resolution when applicable. This role requires world-class customer service skills on the phone, the ability to research requests using our systems, and the ability to develop and enhance business relationships by phone and email.
This is a 100% remote role that can be worked from any of the below locations:
Arizona, Florida, Georgia, Kentucky, Massachusetts, Maryland Minnesota, North Carolina, New Hampshire, New Jersey,
New Mexico, Rhode Island, Texas, Utah, or Virginia.
Compensation for this role is $19 per hour and employees in this role are eligible for quarterly bonuses of up to $1,000.
Job Responsibilities
- Delight members by handling incoming phone calls and/or completing research for members requesting personal services such as dining reservations and suggestions, flower orders, and gift baskets for special occasions, ticket inquiries, locating hard to find items, and product comparisons.
- Develop and enhance relationships with members.
- Increase member usage.
- Completely and accurately capture information and update client and proprietary systems appropriately
- Promote meaningful relationships and brand loyalty through engaged and informed conversation with members via phone and email
- Share feedback about member request trends and overall suggestions for improvement with supervisor
- Consistently provide best in class customer service in a fast paced, structured environment
- Responsible for meeting or exceeding various call center performance metrics.
Requirements
Knowledge and Experience
- Must be able to demonstrate customer service skills
- High school diploma required
- Call center experience preferred (inbound)
- Extensive use of computer with experience with Microsoft Office products
- Excellent listening skills and telephone skills
- Excellent professional communication and interfacing with customers and co-workers
- Ability to manage multiple tasks simultaneously
Personal Effectiveness
- Ability to communicate and articulate self in a professional and business-like manner (both oral and written skill sets demonstrated)
- Able to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demands.
- Demonstrates accuracy in written and verbal communication
- Ability to provide timely updates on work effort and workload to direct leader
- Reacts positively to direction and feedback
- Actively listens to the needs of the client to help understand the root cause of the problem or request
- Demonstrates high standards for quality work processes and results
- Willingly adapts to changing workloads and helps others when they are busy
- Identifies new ideas, solutions, or directions in dealing with daily situations
- Fosters a climate that ensures quality and customer service standards
- Creates and supports customer focused behavior
- Follows departmental and support service customers’ policies and directives
- Maintains safe, secure and legal work environment
- Develops personal growth opportunities
- Seeks out self-improvement
- Notifies Program Coordinator of unplanned absences in a timely manner (in sufficient time to permit adequate coverage of the open shift) while also taking ownership of working with co-workers to solve for unplanned and planned time off
Relating to Others
- Treating others with respect, developing and maintaining successful relationships, building great teams and
- collaboration
- Able to build relationship confidently through dialogue over the phone and through written communication with
- both members that you work with regularly and those that you are interacting with for the first time.
- Able to respond to difficult service requests and manage toward successful outcome
- Demonstrates professionalism when providing peer feedback
Ideas and Information
· Planning, innovation, creativity in problem solving and decision-making ·
· Effective time management skills
· Timely delivery of results to members while balancing multiple deadlines
· Thinks quickly to provide real time resolution
· Effectively manages difficult members yet recognizing the need to escalate when necessary.
· Ability to recognize problems and proactively resolve issues
· Ability to work independently and sustain a high level of work effort
· Makes use of job related knowledge to assist customers and drive customer experience
· Applies best practices, tools and resources to find solutions to varying scenarios
· Effectively use knowledge of member profile and personality to enhance decision making and member experience
Benefits
- Medical, dental, vision insurance starting the first day of the month after hire
- Long term and short term disability insurance paid for by Circles
- 401k with match
- Life insurance paid for by Circles
- Up to 15 days of PTO per year
- 1 Floating Holiday per year
- 1 Community Service Day per year
- Paid holidays
- Access to discount programs
- 1 month sabbatical every 5 years
