Customer Service Representative - Remote - Must Live in Indiana

iCall Services, Inc. is seeking a Customer Service Representative to support their client’s customers through various communication channels. This remote position requires candidates to reside in Indiana and involves meeting performance metrics while delivering exceptional customer experiences.

Responsibilities:

• Ability to meet and maintain set standards for calls answered per hour, average talk time, and average after-call work time
• Ability to meet and maintain quality standards through call quality monitoring, work error rates, soft skills, and telephone etiquette
• Effectively communicates through both written and verbal context
• Delivers an exceptional customer experience across all client brands
• Resolves customer’s product or service situations, utilizing available tools/resources, processes, and soft skills
• Strives for first-call resolution
• Ability to multi-task and efficiently support the needs of each customer interaction
• Works well independently, as well as cohesively with a team to reach desired departmental goals and expectations
• Displays strong problem-solving skills, with the ability to determine when necessary to escalate a call for proper resolution
• Ability to complete assigned and self-directed work in a timely and efficient manner
• Keeps customer and company information confidential

Requirements:

• You must reside in Indiana, to apply for this position
• You must have either a PC tower or a Laptop computer. Windows 10 Based. Minimum CPU 2.0 and a minimum of 8 GB available RAM
• All equipment must be hardwired
• USB Keyboard and Mouse
• Noise-canceling USB headset that is not Bluetooth
• Ethernet cable long enough to connect directly from your work location to your Internet router location
• Stable Cable, DSL, or Fiber ISP internet connection with a minimum 25 Mbps download
• Wired Ethernet between modem and PC without the use of an adapter: Wi-Fi / wireless is not supported
• Ability to meet and maintain set standards for calls answered per hour, average talk time, and average after-call work time
• Ability to meet and maintain quality standards through call quality monitoring, work error rates, soft skills, and telephone etiquette
• Effectively communicates through both written and verbal context
• Delivers an exceptional customer experience across all client brands
• Resolves customer's product or service situations, utilizing available tools/resources, processes, and soft skills
• Strives for first-call resolution
• Ability to multi-task and efficiently support the needs of each customer interaction
• Works well independently, as well as cohesively with a team to reach desired departmental goals and expectations
• Displays strong problem-solving skills, with the ability to determine when necessary to escalate a call for proper resolution
• Ability to complete assigned and self-directed work in a timely and efficient manner
• Keeps customer and company information confidential
• You must have a quiet workspace with a door, free from any distractions