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Customer Service Representative (Remote)

Company: CSS Corp
Location: Lehi
Posted on: November 19, 2022

Job Description:

We will provide you with the equipment! Pay: $16.50 an hour The role of Customer Service Representatives shall include providing Voice Support and Non-Voice Support by answering and processing product, sales, services and other related customer assistance contacts related to Sony Rewards. Requirements: Must be able to multi-task, handling calls (inbound and outbound), chat, emails and other work (i.e. processing purchase credits and movie ticket submissions.) Must be proficient in English - this is the only language used Must have basic computer knowledge and typing skills. Agent must be able to toggle between screens using several different tools to accurately assist members. Process 2 different emails queues. Agents must be able to read and clearly understand a member's inquiry before replying with an approved templated response. (Turnaround time for emails is 24 hours.) Must be able to problem solve using tools provided and using Knowledge base articles. Must communicate clearly to customers- via email, phone and chat. Clear communication is also critical when documenting notes on cases requiring escalation to HQ. Must always have a friendly and professional attitude. Must show empathy, be professional and treat customers in a respectful manner, demonstrating their value to our business. SR cardmembers are particularly loyal and must be treated with utmost care, but all our SR members should be treated equally. Share direct customer feedback with the Supervisor to improve customer service processes and the customer experience. Willingness to adapt to change and learn new processes. Our program continues to grow offering members new opportunities. Our agents must stay current and knowledgeable of new initiatives. Regular, consistent, and punctual attendance. The business hours are Monday - Saturday with 2 days off. Variable schedule(s) from 8:00 AM to 8:00 PM. May require extended hours to address special or unforeseen circumstances, including new product rollouts, support strategies, disaster recovery and other requirements. Must have a stable internet connection with the ability to participate in our virtual training and production environment with video camera on. Other duties may be assigned as per the business needs. Job Duties Include: Document all customer contacts in the Sony Rewards designated system(s). Assist members with log in, registration, account issues/ points disputes and educate members on the benefits of the Sony Rewards program. Assist customers in completing the purchase and processing of their order(s). While in WFH mode, Sony Rewards will limit any direct credit card handling. (refer to section 4) Assist customers with ordering questions or problems. Assist customers in facilitating returns or exchanges in accordance with Sony Rewards guidelines Escalate customer contacts when required by Sony Rewards pursuant to Sony Rewards defined procedures. Perform other tasks and responsibilities as reasonably requested and directed by Sony Rewards. Process and manage different queues including movie ticket queues. Processing of emails for members. Provide phone support for two CCPA phone lines, one for Sony Rewards and one for Sony Pictures Entertainment. Provide Sony Rewards with a Daily Report with End of Day metrics highlighting issues impacting service levels. Assist with case management.Job Type: Full-timeSalary: $16.50 per hourSchedule: 8 hour shift Day shift Monday to Friday Night shift Overtime Weekend availabilityApplication Question(s): Are you able to work four hours a day Monday through Saturday? Are you a current resident of the state of Utah?Education: High school or equivalent (Required)Experience: Call center: 1 year (Required) Computer literacy: 2 years (Required) Technical support: 2 years (Required) Customer service: 2 years (Required) Typing: 3 years (Required)Shift availability: Day Shift (Required) Night Shift (Preferred)Work Location: Remote

Keywords: CSS Corp, Lehi , Customer Service Representative (Remote), Hospitality & Tourism , Lehi, Utah

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