Client Services Rep/Office Services

Everise; Boston (MA); Remote; USD 19,000 - 30,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K benefits

Paid time off (PTO)

Job summary

Everise is seeking a dedicated customer service professional to handle inbound calls for our clients’ members from a remote home-based setup. You will gather customer information, resolve issues, and provide product/service education with a focus on compassionate service.

Successful candidates will demonstrate strong empathy, excellent communication, and a commitment to meeting performance metrics while often working a flexible schedule that may include weekends and evenings.

Qualifications

• Handle inbound customer calls with a customer-centric approach.
• Meet or exceed client performance metrics and call quality standards.
• Accurately gather and document customer information and needs.

Responsibilities

• Resolve issues on first contact using set guidelines and escalation when needed.
• Meet or exceed company and client performance metrics.
• Balance policy with client benefit and educate customers on products/services.
• Identify opportunities to drive process improvements for customers and clients.
• Document customer interactions and call dispositions.

Skills

Customer service

Communication

Empathy

Time management

Remote work

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. In this role you will take your exemplary customer service skills, patience, understanding and compassion to answer inbound phone calls for our clients' members. We offer opportunity for you to earn additional cash incentives for reaching your goals in addition to your base pay. We also offer medical, dental, vision, and 401K benefits as well as earned PTO. Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services

• Resolve customer issues via one call resolution guidelines and/or escalated process
• Meet or exceed company and client performance metrics
• Maintain a balance between company policy and client benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Responsible for call disposition or compiling and documenting customer information as required
• Dedicated area to work from in your home
• Demonstrated passion for excellence with respect to treating and caring for customers, especially senior citizens
• Ability to identify customer needs and clearly articulate products and services
• Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime
• Highly developed sense of integrity and commitment to customer satisfaction

Work at Home Set-Up Requirements

Standard Connect and Speed

• Hard-wired Broadband Internet Service via DSL, Cable, or Fiber Optic
• The use of wireless connections to access Everise Work at Home systems at any time is prohibited, even if the connection is encrypted.