Fulfillment Support Analyst (Mon-Fri + $13 + Remote) – Five Star Call Centers – Shreveport, LA


Job details
Salary

$13 an hour

Job Type
Full-time

Benefits
Pulled from the full job description

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Paid training

Full Job Description

Join a rock star team of customer care experts at Five Star Call Centers. Headquartered in Sioux Falls, SD, we’ve been helping companies across the U.S. deliver great customer experiences for over 35 years – all with a casual, fun culture built to help you grow your career. So, what does that exactly mean? You’ll work in a great environment while helping people that contacts us with their customer service needs.

As primary contact for customers in production, the Analyst on the Fulfillment Support team is responsible for responding to and resolving customer issues. This includes engaging with customers via multiple support channels including phone, email, chat and on-line forum. Analysts are also responsible for providing customer training, problem identification and resolution, issue escalation and follow up.

The Analyst is ultimately responsible for providing excellent customer service as measured by customers satisfaction, productivity and quality measurement processes. The Fulfillment Support department provides an ideal training ground for learning our business and preparing for future career opportunities with the company.

If you are able to multi-task between multiple systems and have great customer service skills we encourage you to apply for this position!

Click here to learn more about becoming Five Star Extraordinary .

This position is work-at-home for individuals living in the state of Louisiana.

Job highlights

Qualifications

  • Bachelor’s degree or equivalent education and experience
  • Ability/aptitude to understand and work effectively with technical data and processes
  • Strong analytic and problem solving skills
  • Proven organizational skills with ability to effectively manage multiple projects
  • Excellent customer service experience or technical/help desk experience a plus
  • 1 year of customer service or customer support experience preferred
  • 1 year of previous call center or office background experience preferred
  • Prior CRM and billing experience preferred
  • Prior Salesforce or Slack experience preferred
  • Previous remote work from home experience a plus
  • Type 35 words per minute accurately
  • Strong phone and verbal communication skills along with active listening
  • Proven organizational skills with ability to effectively manage multiple projects
  • A background check applicable with state and federal laws is required
  • Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment.

Responsibilities

  • Works as part of the Fulfillment Support team, providing technical support and training for customers via phone, email, chat and an on-line forum during assigned work hours
  • Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with Clients services and Electronic Data Interchange (EDI)
  • Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary
  • Logs and tracks customer interactions using a problem management database
  • Responds to and resolves open issues in an appropriate timeframe and maintains historical records and related documentation
  • Introduces customers to new products and services
  • Access company and client resources provided to accurately handle the call
  • Successfully find resources by using problem solving skills
  • Be able to multi-task handling inbound customer service calls, the billing system and a live chat platform
  • Return customer voice mails and assist customers with billing department questions
  • Request replacements, returns and credits on behalf of customer using client systems and working with client directly
  • Good grammar is a plus as you will be communicating via an online chat platform
  • Skillfully change from one task to another without loss of efficiency or composure
  • Actively participate in efforts to support customer satisfaction and maintain quality
  • 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
  • Remain positive and professional in all customer interactions
  • Demonstrate initiative and self-motivation
  • Available to work off-peak hours which includes some evening and weekend shift work
  • Basic math skills
  • Flexibility to cross train as requested
  • Must be able to speak, read, write and understand English
  • Maintain the utmost confidentiality and security as it pertains to Five Star 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.

Key Skills & Competencies:

  • Customer Focus: makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; meets or exceeds customer expectations
  • Teamwork: participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
  • Flexibility/Adaptability: openness to different ways of doing things; willingness to modify one’s preferred way of doing things
  • Communication: helps customer understand and retail the message, and invites response and feedback; keeps others informed as appropriate; demonstrates good written, oral, and listening skills
  • Technical Capacity: demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.
  • Planning & Organizing: organizes work and sets priorities; determines necessary sequence of activities needed to achieve goals
  • Continuous Learning: is committed to developing professionally, focuses on team methodologies, takes advantage of a variety of opportunities

Pay & Benefits

  • Starting pay – $13/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
  • Work hours – Shifts between 10:30am-9:00pm (EST) Must have a end time of 7 p or 9p ; Work Days – Mon-Fri
  • Paid Training – 4-6 weeks in length from 9:00am-6:00pm Mon-Fri (CST)
  • Status – Full Time ; Benefit eligible 1st of month after 60 days – click to see benefits-at-a-glance

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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