Remote Consumer Care Representative - Inktel Contact Center Solutions
 

Remote Consumer Care Representative

Job Category: Customer Service

Driven by our Passion for People, our Customer Service Representatives are experts at engaging customers across multiple channels: phone, email, online chat and social media. Connecting with people in a way that is meaningful to them is our bread and butter—and our Representatives perform consistently at a high level through coaching, support and training by the Best in Class Inktel Team.  

 

Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues or our non-profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters. To STRIVE to be a part of something greater is in our DNA—and we don’t use the word “strive” lightly. It embodies what we value. 

 

Qualifications: 

  • Proven track record of ALL of the following STRIVE values: 
    • [S]ervice 
    • [T]enacity 
    • [R]esponsibility 
    • [I]ntegrity 
    • [V]ersatility 
    • [E]ntrepreneurship  
  • Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness 
  • Strong desire to be helpful and take ownership to resolve customer situations 
  • Empathetic and active listening 
  • Excellent oral communication skills: clear diction, tone and knowledge/use of proper grammar 
  • Positive outlook and enthusiastic attitude 
  • Conscientious team player 
  • Driven by delivering results 
  • Professional demeanor, put together 
  • Dependable and consistent, history of good attendance 
  • Naturally curious with an aptitude for learning and understanding quickly 
  • Ability to multitask by reading, typing, and navigating through applications while speaking with customers 
  • Prior customer service/troubleshooting experience preferred 

 

Responsibilities: 

  • Assist potential customers in understanding and purchasing products and/or services  
  • Assist customers in resolving potential product or service related issues 
  • Troubleshoot technical issues that are related to products and services 
  • Identify root cause of inquiries by asking probing questions to determine the best solution 
  • Use client-specific tools to research inquiries, document customer interactions, and issue resolutions 
  • Receive and respond to inbound customer inquiries via phone, email, and/or text while updating internal computer applications and systems 
  • Maintain required product and service knowledge to deliver best in class service 
  • When needed, serve as a knowledgeable, thoughtful sales consultant for customers 

 

Salary & Benefits: 
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan. Salary & Benefits: 
 

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

 

 

TECHNOLOGY REQUIREMENTS:

Minimum PC Requirements

CPU Speed

· Dual Core 1.2 GHz or better

· Intel Core i3 or AMD Ryzen 3 or better

Hard Drive

· 40 GB or more of available space

· 100 GB or more of total space

Memory

· 4 GB of RAM minimum

· 8 GB or RAM or better is preferable

Operating System

· Windows 10 Professional
(Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro )

· Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements

Monitor*

· 1280 x 1024 (SXGA) screen resolution

· 1920 x 1080 (Full HD or 1080p)

*Dual monitors may be required on some client programs

USB Headset with Microphone

· JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function

Camera

· Integrated or USB Camera with 1080p resolution or higher. Please note that camera models will vary. Please make sure the cameras are compatible with Windows 10. Available on Amazon or any other major retailer.

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Minimum Software Requirements

Google Chrome**

· Latest version of Google Chrome for Windows

**Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements

Standard Connection / Speed

· Must have Hard-wired connection (no wireless)

· Minimum 10 Mpbs download / Minimum 5 Mpbs upload

· Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

· 120 milliseconds (ms)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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