Tier I Customer Service Representative (Remote - PST Time Zone Only)

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

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*This position is REMOTE and considering candidates in the Pacific Standard Time Zone ONLY.*

Job Purpose: Tier I Customer Service Representative will handle incoming customer calls and provide detailed initial troubleshooting and problem resolution.  Responsible for accurately gathering information, generating, and documenting the ticket within the Salesforce tracking case system.

Essential Duties:

• Responsible for customer request and incident reports processing. 
• Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed. 
• Assist in executing and/or managing special projects for the department. 
• Build customer relationships with the support center. 
• Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers.  Meet productivity requirements based on business needs. 
• Proficiency in utilizing company systems and products. 
• Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers. 
• Take on additional special projects, as necessary. 
• Document all customer correspondence. 
• Maintain project status log. 
• Position is fully remote.
• Perform other related duties as assigned or required. 

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills 
• Ability to interface with internal and external partners and to manage projects is required. 
• Strong organizational and time management skills 
• Ability to work on many projects simultaneously. 
• Ability to set priorities and work independently with strong initiative. 
• Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency. 
• Ability to make sound decisions with minimal guidelines. 
• Proficiency with Microsoft CRM, Word, PowerPoint, and Excel 

Minimum Qualifications:

• High school diploma or GED 
• Previous experience involving customer contact, technical support, or customer relations 

 Preferred Qualifications:

• Associate degree in related field of study 
• 1 year of previous Technical support/ Help-desk experience  
• Previous call center experience 

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and office equipment. 
• Occasionally may need to reach, stoop, or kneel. 

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $16.54 - $18.85/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.