Customer Care Agent (Remote)

Position Summary

This position reports to the Customer Care Mgmt. Team and, is responsible for servicing Advance America customers with support via all channels of communication.  This includes providing service and support for all products and in all POS systems and at minimum requires the skills below:  

• Strong verbal/written communication skills
• Strong Listening skills
• Sales and problem resolution
• Confidence with using multiple computer programs at once
• Strong concise data entry skills
• Ability to adjust to change including servicing pace
• Dynamic ability to multi-task

Job Responsibility

Support:

The Customer Care team supports the entire portfolio of the Advance America Businesses.  The CCA (Customer Care agent) will follow processes and procedures to remain compliant while supporting the company. This includes:

• Ability to listen and discern a customer’s needs or identify an issue and resolve.
• Ability to follow direction/procedures.
• Maintaining professional attitude and behavior while communicating with customers and co-workers.
• Ability to accurately type and input necessary data with precision.
• Ability to work from home with no distractions including TV, Children, Pets etc.
• Ability to consistently maintain connectivity through company VPN through Wi-Fi connectivity.
• Ability to work with multitude of computer applications/programs to assess information and resolve issues.
• Ability to work flexible hours during the week which include M-F evenings to 9:00pm EST. and all-day Saturday 9:00am – 6:00pm EST on a rotating schedule.

Influence and Manage Verbal Communication:  

• Utilize effective professional approaches when handling special telephone tasks such as: transfers, payments, call backs, holds, interruptions, system failures and unintentional disconnects.

Job Responsibilities Cont.

• Apply appropriate communication skills to effectively listen and decipher customer needs/issues – with the ability to understand when to escalate to the next level if appropriate.
• Ability to follow scripting and identify when to utilize.

Drive Initiatives:  

• Capability to ethically incorporate the Customer Care goals and initiatives; daily, weekly, monthly.
• Ability to understand, adjust and embrace new company initiatives and add them to the daily workload.
• Self-motivation – ability to meet expectations.   

Maintain Positive Interactions:

• Capability to continuously acclimate well with a diversity of personalities and individuals.
• Strong problem solving, time management and organizational skills.
• Characteristics of being dependable and trustworthy.
• Dynamic attitude to handle tasks as assigned.

Accountability:

Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America’s Core Values, Code of Ethics and Information Security Policies.

Education Required

A high school diploma or GED, preferred one year of contact center experience or related work experience.

Experience Required

Prior in-bound call center experience and/or prior customer service/sales experience with heavy phone volume and data entry required. Experience working in a Customer Care or customer focused position recommended.

Knowledge Required

Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.  Ability to develop and maintain business relationships.  

Physical Requirements

Ability to work between the hours of 8:00am and 9:00pm EST Mon – Fri and Saturdays 9:00 am – 6:00pm.  Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; heavy typing and data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

No Travel

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.