Customer Support Representative – Five Star Call Centers – Orlando, FL

Job details

Job Type
Full-time

Full Job Description

Five Star Call Centers is headquartered in Sioux Falls, SD, and has been providing high-quality, inbound customer service outsourcing for over 35 years. Learn more about Five Star Call Centers at FiveStarCallCenters.com .
Do you likes to come into work and enjoy a good challenge? Come join our team as a problem solver. You will take calls on accounts that require you to trouble shoot and research answers/responses. You will work accounts that involve using multiple systems. These calls aren’t scripted out- so you can shine using your problem-solving skills to take care of the caller. You feel good completing the call knowing that if follow up is necessary that you still did everything you could to take care of the caller!
This position will assist customers via multiple support channels, including phone, chat and/or email, to resolve customer issues, provide customer training, problem identification and resolution, issue escalation, and follow up.
Position: Customer Success Associate
Work Hours: Shifts between 8:00am-12:00am (EST)
Work Days: Mon-Fri & Every Other Weekend
Paid Training Hours: 9 :00am-6:00pm for up to 2 weeks(Mon-Fri) (EST)
Status: Full Time
Starting Pay: See above, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
We are looking for backgrounds with strong job history, no gaps in employment and with at least 1 consecutive year working in customer service or call centers. Preferably your most current experience is in those areas.
If you have good problem solving skills, can multi-task multiple systems and communication channels we encourage you to apply with Five Star Call Centers.
Click here to learn more about becoming Five Star Extraordinary .
This position is work-at-home for individuals living in the state of Florida.
Why work-from-home with Five Star Call Centers?
  • Work from the comfort of your own home
  • Steady employment throughout the year
  • Choose your own dress code – no need to buy new clothing
  • Save on commuting expenses like gas and car maintenance
  • Flexibility to work with your children or other family members right at home
  • We provide the technology, you provide the internet and home office
Five Star offers benefit package options and a sign-on bonus .
Benefits-at-a-glance: click for more details
Sign on Bonus: After 60 days receive $250; After 120 days receive an additional $250 plus 8 hours of PTO as long as in good standing

Position Responsibilities

  • Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with services or products
  • Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems
  • Able to work without a script and maintain call control
  • Log and track customer interaction as required for each client
  • Responds to and resolves open issues in an appropriate timeframe
  • Concession of the customers’ troubles by recommendation of products, services or procedures
  • Evaluation of the systems’ problems to recommend enhancements
  • Ability to multi-task using multiple system pending the clients working environment
  • Skillfully change from one task to another without loss of efficiency or composure
  • Successfully complete all training sessions
  • Actively participate in efforts to support customer satisfaction and maintain quality
  • Effectively communicate with patience and understanding
  • Remain positive and professional in all internal and external customer interactions
  • Flexibility to cross train as requested
  • Be available at your desk, maintaining punctuality and attendance at all scheduled times
  • Physically be able to meet the demands of the job within the described work environment
  • Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas
  • Maintain the utmost confidentiality and security as it pertains to the Five Star Call Centers policies
  • Perform other duties as assigned*

*Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Duties/Responsibilities

  • Work independently
  • Type at a minimum 35 words per minute accurately
  • Demonstrate initiative and self-motivation
  • Performs assignments while under limited time frames
  • Available to work weekends and holidays
  • Basic math skills
  • Positive attitude
  • Must be able to speak, read, write and understand English

Education and Experience

  • A high school diploma or GED is preferred
  • Previous 1 year product support or trouble shooting experience required
  • Prior 1 year call center experience preferred
  • Knowledge of CRM systems a plus
  • Must be at least 18 years of age

Required Skills/Abilities

  • Strong phone and verbal communication skills along with active listening
  • Customer focus and adaptability to different personality types
  • Maintaining composure in challenging situations
  • Ability to use technology effectively and productively
  • Regularly required to sit
  • Regularly required to use hands to feel, handle and control objects
  • Occasionally required to reach, stoop, kneel, or crouch
  • Occasionally required to lift and/or carry loads of up to 30 lbs
  • All standard vision abilities are required
  • All standard hearing abilities are required

*Must be able to pass a background check applicable with state and federal laws.

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.

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