Damage Prevention Specialist

This posting is for a remote position.  There are (2) vacancies. The posting is open until filled.

Title: Damage Prevention Specialist  (formerly Customer Service Representative)

Status: Full-Time (40 hrs/week), Non-exempt

Reports to: Center Operations Supervisor

Location: Remote (Must be located in CA)

Pay: $21-$23/hr (The starting rate for the DPS position is $21/hr during training and $23/hr thereafter)

Job Summary

We are looking for motivated, customer-focused individuals to join our fast-paced, fully remote call center team. As a representative, you will be the first point of contact for our customers, assisting them with inquiries, resolving issues, and delivering top-notch service.

USA North 811 began operation in May of 1975 & incorporated as a 501 (c)(6) Non-Profit Mutual Benefit Corporation in 1986. Our objective is to receive planned excavation requests over the phone from public or private excavators and to transmit those planned excavation requests to all participating utility members of USA North 811 who may have facilities in and around that excavation site. Upon reception, the utility members will dispatch a crew to mark or locate the underground facilities in and around the excavators job site. Our service area covers Northern and Central California and the entire state of Nevada.

Our Damage Prevention Specialists (formerly Customer Service Representatives) play a vital role in the Call Before You Dig process by processing the incoming underground utility location requests. We are looking for confident, courteous, and customer service-oriented individuals to join our team on a full time basis. If this is you, we want to hear from you!

Responsibilities and Duties

• Answer high volume incoming calls and process underground utility location requests using GIS based software
• Listen effectively to obtain relevant and detailed customer information and accurately record info
• Use interpersonal and communication skills to assist customers and connect them to organizational resources, as needed
• Acknowledge any customer concerns by being courteous, empathetic, and professional at all times

Minimum Required Qualifications

• 2 or more years of work experience in a customer service position with direct customer contact either in-person, phone, and by email in a high-paced, structured environment
• Ability to type 40+ words per minute
• Must possess a High School Diploma, GED, or equivalent
• Must be 18+ years of age
• Excellent communication and customer service skills
• Ability to work flexible schedules
• Excellent communication and customer service skills

Desired Attributes

• Previous experience in call center environment
• Familiarity with digital mapping systems (e.g. google maps, etc.)

Candidates selected to advance will be invited to a panel interview (weighted 50%) and test (weighted 50%). Candidates applying for Bilingual positions will be screened for Spanish fluency. 

Benefits:

-Employer paid medical, dental, and vision 

-Health Savings Account with employer contributions

-10% profit share 

-25% 401k employer match on up to 5% of compensation

- 10 paid vacation days and 10 paid sick days per year

- 9 paid holidays

-Life insurance

-Remote work