REMOTE Bilingual French/English Customer Service Agent
Job Type: Full Time – Work from Home
Hours: Varies 7 AM to 10 PM Mon-SUN
Salary: $19.50 Hourly
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we
process over 125 million interactions per year.
Summary of Position:
A significant portion of our client base consists of religious organizations/charities. Agents are required to handle calls regarding [donations/doctrine/services] for these specific group.
We are looking for remote customer-oriented service representatives who provide high-level customer service solutions to all customers/clients on a daily basis. Answer all incoming calls and make outgoing calls specific to each program or project you are assigned, using the tools provided by AnswerNet and the client to properly document all customer interactions, while maintaining a sense of integrity regarding both the company and the customer while adhering to all company policies and procedures.
Job Duties / Responsibilities / Essential Functions:
- Manage large amounts of inbound calls and make consistent outbound calls.
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
Required Knowledge /Skills / Abilities / Qualifications:
- Proven customer support experience or experience as a client service
representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Must be a strong communicator: strong verbal, written, and interpersonal
communication skills
- Ability to multitask, prioritize, and manage time effectively
- Proficient in typing
- Must be a peer leader: exemplary attendance, positive attitude, professional
conduct and high-level customer service skills
- Solution-oriented CSR: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience
- Computer Skills: familiarity with Windows, and Microsoft Office, and the ability to quickly learn new software with provided training.
- Flexibility with scheduling and work hours
- Other requirements which may vary as determined by management.
- Driven by Success: they want to constantly innovate and push themselves, and your team, to be the best in the industry
- At least one year of previous high-volume call center experience
- Experience working with an automatic dialer
- MUST BE COMPUTER LITERATE
- Pleasant phone demeanor
- Experience in BOTH inbound and outbound environments
- Must be able to speak, read, and write in English and French.
WAH Requirements:
- PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks,
and tablets are not compatible)
- Hard-wired high-speed internet connection (ethernet cable)
- USB-connected Headset
- Webcam
- A quiet dedicated place to work free from distractions including pets and
children.
Preferred
-
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Preferred
-
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
