[Hiring] Customer Care Specialist @Anserve

Role Description

The Customer Care Specialist serves as the first point of contact for our clients, providing exceptional service and support across various touchpoints. This position is fully remote.

As a Customer Care Specialist, you will:

• Be the first point of contact for callers, ensuring a positive and professional experience.
• Utilize either Pinnacle or Amtelco platform to support clients by answering calls, addressing questions and complaints, and directing inquiries.

Duties/Responsibilities

• Answering Calls: Communicate clearly and precisely, ensuring clients fully understand the information provided.
• Full Understanding of Pinnacle / Amtelco Platform: Utilize the platform effectively to manage incoming calls and ensure accurate handling of inquiries.
• Provide Support: Offer comprehensive support to callers by understanding their needs and providing accurate information.
• Appropriate Direction of Inquiries: Direct callers’ questions and complaints to the appropriate department or individual.
• Appointment Setting:
  • Ensure full understanding of all customer accounts prior to taking calls.
  • Schedule consultations between callers and clients.
  • Maintain proper procedures for every account, ensuring timely and accurate appointment booking.
  • Deliver great customer experience while efficiently processing all appointments.
• Full-Time Schedule: 40 hours per week, working between 12:00 AM–8:00 AM EST. Must be available to work both Saturday and Sunday.
• Customer Service:
  • Maintain high standards of customer service.
  • Quickly assess and understand various caller situations.
• Quality Assurance:
  • Adhere to Anserve’s Quality Assurance policy.
  • Actively seek feedback and engage in continuous self-improvement.
• Perform other duties as assigned to support the team.

Qualifications

• Adhere to Anserve’s core values.
• Proven work experience as an Appointment Setter, Call Center, or similar role.
• Excellent communication skills, including active listening.
• Service-oriented with the ability to discern the caller’s reasons.
• Proficient with Amtelco platform, or able to learn efficiently.
• Optimistic and creative in problem-solving.
• Demonstrated ability to work effectively in a remote environment.
• Enthusiastic about learning and driven towards continuous self-improvement.
• Familiarity with contact center software and Microsoft Office suite is a plus.
• Bilingual is a plus.

Requirements

• High School Diploma or GED Required.
• Prior Call Center Experience: Preferred, but not required.

Benefits

• Base compensation range: $15.92 - $16.20 per hour.
• 401k with up to 4% Employer match.
• Health Premium covered generously.
• Dental, Vision, Accident, Critical Illness coverage.
• Generous PTO package.
• Tuition Reimbursement.
• Referral Bonus.
• Professional Training Environment.
• Work with an Award-Winning Team.
• Flexible Working Conditions.
• A Family-Owned Company.
• Advancement Opportunities.
• Manager Development Programs.
• Monthly Rewards/Incentives.
• Biannual Industry Rewards.