Seattle Onsite CSR – High-Volume Multichannel Support

Accretive Technology Group; Washington (District of Columbia); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Employer-paid Medical, Dental, and Vis

Life & Disability Insurance

Health Care FSA

Day Care FSA

401(k) with 50% match

Vacation and PTO

Paid Holidays

Profit Sharing

Incentive Program up to $8/hr

Gym/Exercise Reimbursement

Transportation Reimbursement

Internet stipend for remote/hybrid

Compensation incentives

Job summary

Accretive Technology Group is hiring a Customer Service Representative to operate onsite in Seattle, WA, covering swing and overnight shifts. The role involves handling live chat, SMS, email, and phone inquiries with meticulous record-keeping and performance metrics.

You will manage a busy workflow, review accounts for fraud, assist performers via email, and follow department policies. A strong caller experience, speed, and accuracy are essential for success.

Qualifications

• At least 1 year of high-volume traffic in a call center environment.
• Managing an average of 25 calls, 150 chats, and 30 emails per shift - simultaneously
• Multitasking is essential in every interaction
• High energy and commitment to superior customer support
• General computer/internet knowledge
• Interpersonal, communication, customer service, and time management skills are imperative
• Independent decision-making and good judgment are essential in every interaction
• Strong written and verbal communication skills required
• Clear and courteous writing and speaking style
• Ability to identify, analyze, and solve problems
• Punctuality and excellent attendance
• Excellent organizational skills
• Ability to operate telephone, computer hardware/software including keyboard, 10-key, sit for extended periods of time
• Basic math skills (add, subtract, multiply, and divide)

Responsibilities

• Provide customer service to users via Live Chat, SMS messaging, email, and telephone. Ensure detailed records are maintained for all customer contacts.
• Typical shift volume: 150 Live Chats (up to 4 concurrent), 20-30 SMS messages, 20-30 telephone calls, and 40-50 emails.
• Review customer accounts for possible fraudulent activity and take appropriate action based on circumstances.
• Provide customer support to performers via email. Ensure detailed records are maintained for all performer contacts.
• Understand and adhere to department policies, procedures, and escalation processes.
• Maintain a high level of professionalism and respect with every interaction.
• May be required to work on special projects as needs arise.
• In addition: The role involves recurring work situations with occasional variations from the norm. Duties are performed using established procedures, which may be modified or improved upon. Perform duties independently with minimal supervision.
• The job involves a high degree of complexity. Must be knowledgeable of all products supported and able to use multiple administration tools at the same time. Must be highly organized to keep track of daily volume, customer inquiries, and product improvements.

Skills

High-volume calls

Multitasking

Customer service

Interpersonal skills

Written & verbal comms

Punctuality

Tools

CRM software

Chat/Email platforms

Job description

Accretive Technology Group is hiring a Customer Service Representative to operate onsite in Seattle, WA, covering swing and overnight shifts. The role involves handling live chat, SMS, email, and phone inquiries with meticulous record-keeping and performance metrics.

You will manage a busy workflow, review accounts for fraud, assist performers via email, and follow department policies. A strong caller experience, speed, and accuracy are essential for success.