Customer Service Representative

Job Description: Customer Care Advocate – Total Control Account
Pay Rate - $20/hr on ***
Requirements:
• Ability to report to work in person during training Mon-Thurs and train virtually on Fridays. This will take place out of the *** Warwick, RI office. Once nesting is complete associate will transition to work from home.
•Ability to work from home which includes high speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed – high internet speed is required)
• Able to use video during interview, coaching, and virtual training.
•An ability to work during the hours of operation of Monday-Friday 8:00am – 6:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
• No time off planned during training until end of nesting.
•Requires a high school diploma or equivalent is required. 1-3 years of experience in the field or in customer service role is preferred. Work under immediate supervision reporting to an immediate supervisor.

Timeline
Anticipated Class Start Date: 05/01/2024
• In person training, transition to virtual after nesting (6/27/24)
• Training Hours: 8:00-4:30pm EST Monday-Friday, 30-minute lunch
• Onboarding: First 3 Days
• Training Dates: 05/01/2024 – 06/12/2024
• Nesting: 06/16/24 – 6/26/24

**Schedules after training will be determined using ranking system based on performance in training. Temps will bid on available schedules that very throughout all hours of operation, 8:00am – 8:00pm EST. Ranking will be based on Progress Check scores and Behavior ratings. These behavior ratings will be provided to the trainee once a week so you can gauge your performance. Behaviors consists of:

• Attendance •Ability to use reference materials
• Class Participation •Interpersonal skills
• Grasp of Material •Decision making
• Confidence Level •Ownership of learning
• Technical Skills •Adaptability and flexibility


Equipment Coordination:
For this role you will be issued *** equipment which consists of a laptop, 2 monitors, keyboard, mouse and docking station. You are required to return the equipment to *** within a week of your assignment ending.

Responsibilities / Expectations: Total Control Accounts are financial accounts, that are similar to checking/saving accounts, and are interest bearing. In this role, you will service our customers via inbound phone calls regarding their TCA accounts. You will educate our customers on account details and solve problems by putting customers at the heart of all you do.

• Customers have often recently lost someone close to them, a level of empathy is needed while maintaining an upbeat delivery.
• Respond to customer requests primarily via telephone, providing excellent service to ***’s customers who have or are looking to obtain a Total Control Account.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry

Salary : $20