Customer Service Representative (Remote)

Customer Service Representative,

RCC Technology, Nebraska

Full Job Description

RCC Technology is a small virtual contact centre business with less than 100 employees. We work hard to change how customer service is offered by starting from within. Our goals and vision are to change the lives of our employees, clients, client customers, and the community. We believe in transparency and being your best business self and offer numerous services and benefits to assist you while working with us.

We are looking for a Call Center Representative to be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage large amounts of inbound claims from existing customers promptly; outbound calls if required.
• Follow communication “scripts” or “Workflow” and knowledge-based articles when handling different topics.
• Identifying customers’ needs, clarifying information, researching every issue or potential unspoken issues, and providing solutions and/or alternatives
• Understanding and explaining the contract, benefits and billing.
• Building sustainable relationships and engaging every customer by taking that extra step or going that extra mile.
• Keep records of all conversations in our call centre database understandably.
• Frequently attend educational seminars to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.

Requirements and skills

• Previous experience in a customer support role (preferred)
• Familiarity with CRM systems and practices (preferred)
• Strong phone and verbal communication skills along with active listening
• Strong Computer Skill Proficiency.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Type 25 WPM promptly and efficiently
• Windows 10/ Windows 11
• Ethernet Connectivity
• Active cellphone number to receive text messages

Requirements to work from home

• Excellent Internet connectivity:
  • Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster, the better!
  • Wireless and/or satellite Internet Service Providers are not compatible with our systems.
• Productive work environment:
  • In-house network and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
  • A quiet and distraction-free, secure place to work.

Equipment Not provided by RCC Technology. You MUST have your computer.

A Windows Computer with

• 2.0 GHz Dual Core processor (the faster the processing environment, the better)
• 8 GB RAM
• 60 GB available hard drive space
• One or more available USB ports (3.0 or greater)
• Sound/audio support
• Windows 10 or better
• 2 – 20 inch monitors (for desktop) /1 Additional Monitor for Laptop This is Required
• Wired Keyboard & Mouse
• A headset to use for training and meetings that is/has: USB, Dual ear and Noise-cancelling microphone
• A Smartphone (iOS or Android), four years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.

Qualifications

• English (Required)
• Overnight Shift (Preferred)
• Night Shift (Preferred)
• Day Shift (Preferred)
• Any other languages, What? (Preferred)

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