Customer Care Specialist - Remote

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Posted 7 days ago United States Salary undisclosed
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Job Description

Description - External
We have a unique work from home opportunity for candidates to contribute their talents and strengths as Customer Care Specialist.

  • Full time position
  • $20.00 an hour bi-weekly
  • Five-week training class starts on February 7th.
  • Benefits available March 1st
  • Schedule for training M-F 8:30am to 5:00pm EST
  • Schedules following training M-F between the hours of 8am-8pm EST
  • No weekends
  • Potential for overtime available
For immediate consideration, please check your email for a link to complete a quick 25-minute, mobile-friendly assessment.
  • The ability to work from home in a virtual environment, where you will need the following;
  • 10 Mbps of high-speed internet connectivity (hotspot not acceptable)
  • A personal landline or cell phone
  • A quiet space to work
  • Strong ability to use technology - dual monitors, navigate multiple screens
  • Ability to master multi-tasking - typical tasks involve account research, functions on screen, remaining engaged with shareholder/caller
  • Strong math skills - perform simple calculations, confidently and accurately communicate large numbers (#, value of shares)
  • Confident, friendly phone skills: Clear pronunciation and ability to present information in a logical/common sense manner
  • Display empathy - some callers are transferring shares due to a loss in the family
  • Customer Service focused
The Customer Service is a key role in our organization accountable for engaging the shareholders of our clients; delivering first-class customer service to some of the world's best-known brands. Our Specialists resolve complex issues related to shareholder's accounts and transactions, ensuring the highest levels of customer service, building shareholder confidence with each interaction, and creating brand ambassadors for Computershare and our clients. Serves as a subject matter expert in areas related to shareholder inquiries in order to efficiently resolve shareholder issues.
  • Responds to customers via inbound/outbound calls or written correspondence to the day-to-day activities generated by claimant, shareholders, or other participants.
  • Researches account and transaction information and records to resolve issues and discrepancies; provides documentation on customer activities and information on products and services.
  • Uses multiple computer systems to locate, interpret, and communicate information to provide exceptional customer service.
  • Provides customers with exceptional customer service and a positive impression of self and organization through courteous, prompt, and responsive resolution of customer inquiries.
  • Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.
  • Escalates more complicated issues to appropriate Team Leader or ATL; identifies stakeholder, claimant trends or common issues and communicates to their Team Leader or ATL as appropriate.
  • Promotes additional services/ communication channels to customers when necessary.
  • Other duties or tasks as assigned by management.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Education and Experience
  • High school diploma/GED required. Six months to one-year related experience and/or training; or equivalent combination of education and experience.
  • Ability to speak and hear on a telephone system is a requirement and essential function.
  • Experience in financial services Microsoft Office preferred.
Additionally, to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability
Ability to read/comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one/small group situations to customers, clients, and other employees of the organization.
Mathematical Ability
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Work is performed in climate controlled indoor administrative office setting. The noise level in the work environment is usually quiet to moderate, depending upon office or meeting location.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to communicate. The employee frequently is required to remain stationary. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move 10 pounds. Vision: Close and distance required with ability to see objects in presence of glare or bright lighting (e.g., computer screen). Speech/Hearing: Frequently interact with management, vendors, coworkers, industry constituents, clients and the public.