Inbound Phone Support Agent - Call Center

Who is Signpost?

Here at Signpost, we’re passionate about helping local businesses thrive.  Signpost is a dynamic organization committed to helping companies that specialize in service industries nationwide by providing unparalleled live and online support.  This empowers them to offer optimal service and support to their own customers 24/7/365 and to grow their business!  We are excited to add strong entry-level talent to our growing Contact Center team:

We are hiring multiple: 

Inbound Phone Support Agents
Remote

Regular Full-Time
Multiple Shift options

Starting Hourly Pay Rate: $17.00 based on experience

Support small businesses, nationwide, across all trades.  Gain foundational and transferrable client service support skills and become an expert Inbound Phone Support Agent leveraging our live receptionist technology. Each day, you will provide the highest quality of service while supporting our contact center operations by completing a high volume of calls. You’ll work collaboratively in a supportive environment that we hope will amplify your learning, catapult your career, and provide great earning opportunities along the way.

Who are we looking for?

You:

• Thrive in a fast-paced environment and are ready to make an impact.
• Are a dynamic team player with the drive to achieve your goals and to set new ones. 
• Have shown a history of success that will help drive the future of the Contact Center and Signpost.
• Are a passionate, enthusiastic learner ready to understand, internalize, and execute throughout your onboarding journey and beyond. 
• Are excited to use your conflict resolution, scheduling, multi-tasking and technical skills to propel your career forward and make the most of every opportunity that comes your way.
• Are flexible and can support the team and your leaders by filling service needs as they arise.

The majority of your workday will be spent over the phone speaking to callers, providing exceptional service that leaves our clients' customers happier than when they first picked up the phone. Our goal is to assist the caller by following a script designed by the client, gathering information to take a message or taking it a step further to schedule an appointment - all while maintaining the highest level of professionalism.

What are the specifics of the role?

• Thrive in a fast-paced environment, answer a high volume of calls (100 per day), use multiple screens, and navigate through applications.
• Maximize resources and multi-task while on calls to provide clear written communication without grammatical errors for call notation in complete sentences.
• Provide exceptional customer service by answering incoming calls promptly and having a kind, respectful, and positive attitude.
• Be attentive to detail when following call-handling directives and guides.
• Type accurately and quickly (about 35-40 WPM).
• Perform other duties as needed.

What are the qualifications?

• 2 years of administrative/professional, customer-facing experience.
• Dependable and punctual with attendance and ability to adhere to a consistent schedule including breaks and lunch schedules.
• Motivated to work hard, develop skills daily, and ask questions to improve understanding.
• Ability to think quickly and be a creative problem solver to provide positive experiences to client customers across many industries.
• Experience with Gmail, Google Docs, Google Sheets.
• Knowledge of telephony systems.
• Post-Secondary Education is preferred.

Why work for us?

• Our supportive and fun Coach Team will give you all the tools needed to succeed in your role and provide career development to align you with opportunities for upward mobility!
• Collaborative, connected team environment with recognition initiatives.
• Remote working environment.
• We believe a healthy employee is a happy employee - our full time employees are eligible for:
• Competitive health, dental, and vision benefits.
• 401k program.
• PTO & additional time off accrued after 30 days.

What is required and provided for remote work?

• It will be required to have a dedicated Internet connection.
• **No satellite or mobile hotspots**
• Must have an Internet minimum bandwidth speed of 30mbps.  (If others in the household are using the internet, this will affect the speed).
  • Test your internet speed here: https://www.speedtest.net

• Punctual with attendance and ability to adhere to attendance policy schedule requirements as if in-office.
• Ability to work uninterrupted for scheduled shifts with a dedicated workspace free from background noise and distractions.
• **Remote working station computer equipment is provided by Signpost**

Schedule Requirements:

• The training will be held over the course of the first 4 weeks of employment.  
• We are targeting a start date of April 22nd.
• The training schedule is M-F, 10:00am - 5:30pm EST.
• It is required that all new team members attend training and onboarding without absences for the initial 30 days after the start date.
• Seeking applicants who can then transition from the training schedule to either of the following or similar shifts:  8 am to 5 pm EST, 3 pm to 11 pm EST.

• • Your starting schedule will be communicated prior to the start date through the interview and offer process. 

• We operate 24/7/365.  Shift volumes are driven by our customers’ ongoing business needs.  Therefore, we are looking for individuals who are able to accommodate slight schedule modifications (days and times) that align with operational needs.  This position has a performance-based, rotating shift bid every eight weeks, where schedule options include Early, Mid, and Late shifts. Working weekends and holidays may also be required.

Check us out at www.signpost.com