Customer Service Representative - PERMANENT REMOTE

Customer Service Representatives

Superior Contact | Marquette, MI

Currently recruiting qualified candidates available for a March start date!

We’re on the hunt for professional people-persons seeking a full-time position with the availability to start training in March! Superior Contact is the place for individuals who will take ownership, solve problems and investigate issues in a fast-paced, dynamic environment. Our reps have the perfect blend of stellar interpersonal skills and technical expertise. These professionals have a knack for conversation — they can actively listen, show empathy and make each and every caller feel like they’ve just spoken to a friend.

Sound like you? Come join the team!

A Bit About Us

Superior Contact is a premier contact center solutions provider. We know that it only takes one bad experience to lose a customer forever. That’s why our clients outsource their customer service to us. We impress their customers with every interaction, ensuring higher customer satisfaction, greater lifetime value, and a glowing brand reputation.

Our agents are brand ambassadors, help desk gurus, customer care champions and so much more. They’re the frontline of our client's brand, making customers feel heard, understood, and empowered. They not only represent the client, but they also represent what it means to be Superior. Our staff gives us an 8.3/10 for agent satisfaction!

We work tirelessly to make sure our agents are supported and feel connected. We also offer multiple opportunities for our agents to earn extra income!

Jack Pine Jackpot is our annual incentive program named after the infamous Jack Pine tree, known for its resiliency and ability to adapt and thrive! Throughout the year there will be opportunities to earn points for quarterly prizes, as well as a year end drawing with a grand prize of $1,500 and three days of PTO!

Compensation

Starting wage is $14 an hour with paid training. The initial training wage is $11.00 per hour. After completing the training, employees will enter production and the wage will increase to $14.00 per hour.

Upon completing one full calendar month of production, employees become eligible for a training bonus. The bonus will be $240 for completing a two-week training or $360 for completing a three-week training. The bonus pay out is contingent upon meeting schedule adherence goals both during the training period and the following 30 days of production, and commitment to the availability agreed upon in an offer letter.

Performance reviews allow for wage increases based on performance and attendance. Reviews occur after 3 months, 6 months and 1 year of employment, and then annually thereafter.

We’re currently offering a $250 Welcome Bonus to new hires who complete 90 days of employment, meet attendance requirements, and show improvement in quality assurance scores, as well as a continued commitment to the availability agreed upon in an offer letter.

We also offer a Perfect Attendance Bonus. If you work 100% of your scheduled hours each month, you could receive a $100 bonus payment as a Full Time employee, and a $50 bonus payment as a Part Time employee. In addition to that, if you work 100% of your scheduled hours for 6 consecutive months you would be eligible for a one time bonus of $300 for Full Time employees or a one-time Bonus of $150 for Part Time employees!

Onboarding, Training, and Remote Work

Once an offer is extended, employment is contingent upon the passing of a criminal background check and 10-panel drug screening. We are testing for illegal substances.

All training is conducted remotely and generally takes about 2-3 weeks. We’ll provide all the equipment you’ll need to work remotely during this time. You are responsible for providing an internet connection. (If you’d prefer to work in-house, you’re more than welcome to join us in the Marquette office!)

Work-from-home is available for qualified individuals - See if you qualify for remote work by going to https://www.nperf.com while on your home internet connection. Select the Mb/s. Click "Start Test". The test will run for about 60 seconds. Take a screenshot of your results and compare them to our IT requirements.

Download speed > 50 Mb/s

Upload speed > 10 Mb/s

Latency < 60 ms

Jitter < 30 ms

What if you don't pass those requirements? You can upgrade your internet and try again or you can apply to work in our Marquette, MI office location!

Your Day-to-Day

You’ll be working in a supportive team environment where we’re all working toward the same goal: excellent customer service with every interaction.

• Answer inbound customer calls to resolve customer issues, requests and questions
• Provide exceptional customer service and sales support experiences
• Use state-of-the-art contact center software to provide accurate, valid and complete information (equipment includes a laptop, second monitor, headset and mouse)
• Precisely follow call handling instructions in keeping with the instructions provided by our clients to meet quality assurance standards
• Handle multimedia customer interactions in a friendly, courteous and effective manner
• Establish and maintain customer satisfaction

What You Bring to the Table

• Proven customer service and support experience (at least one year preferred)
• Strong phone contact handling and active listening skills
• Written and verbal communication
• Strong computer skills
• Strong typing proficiency
• High school diploma or equivalent experience
• Reliable Cell Phone for VPN Connection

Work Environment

• Office setting
• PERMANENT REMOTE STATUS available
• Flexible hours to accommodate our 24/7 operation
• Periodic overtime opportunities available (earn time and a half)
• Dog-friendly office (ask about our Dog Policy to find out how you could bring your dog to work)

Explore the Benefits

• 7 paid holidays
• 13 days of PTO in your first year
• Medical, dental, vision, life/AD&D and long-term disability
• Employee assistance program
• Flexible spending account
• 401K company match after 1 year of employment

Physical Demands

• Sitting for extended periods
• Reaching in any direction
• Written and spoken communication

ADA

The employer will make reasonable accommodations in compliance with the Americans with

Disabilities Act of 1990.

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. The employee will be required to follow any other job-related instructions and to perform job-related duties requested by any person authorized to give assignments or instructions.'

Work Remotely

• Yes

Job Type: Full-time

Pay: $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• Under 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• Remote

Application Question(s):

• Do you authorize Superior Contact to verify your employment history with past employers?
• Do you live in one of the following states? Michigan, Wisconsin, Indiana, or Ohio

Education:

• High school or equivalent (Required)

Work Location: One location