Job description POSITION RESPONSIBILITIES: • Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers • Demonstrate high standards for quality service • Work in tandem with the quality and training team to self-manage performance expectations • Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development • Maintain business acumen, courtesy and professionalism when dealing with all client contacts • Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base • Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately • Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects • Strict adherence to key performance indicators (KPI) as set by management. • Strive to exceed key performance indicators (KPI) and quality goals as outlined by management QUALIFICATIONS: • High school diploma or equivalent. • 1-2 years Call Center Experience preferably in a live chat environment • Retail sales experience, preferably in an ecommerce environment • Excellent Data Entry skills/- 45-55 wpm minimum • Must be computer literate and internet savvy • Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce) • Experienced in handling multiple chats at any given time • Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen • Professional, upbeat and engaging written communication • Excellent oral communication skills: clear diction, tone and use of proper grammar • Ability to deliver quality customer service in a high-volume environment • Ability to develop relationships with clients, even in difficult situations • Ability to advise and counsel customers in a quick and efficient manner • Ability to multitask by reading, typing, and navigating through applications while speaking with customers • Empathetic and active listening • Positive outlook and enthusiastic attitude • Conscientious team player • Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required • Dependable, a history of good attendance and punctuality is essential Proven track record of ALL of the following STRIVE values: • [S]ervice • [T]enacity • [R]esponsibility • [I]ntegrity • [V]ersatility • [E]ntrepreneurship Salary & Benefits: The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan. WORK FROM HOME TECHNOLOGY REQUIREMENTS: Minimum PC Requirements CPU Speed • Dual Core 1.2 GHz or better • Intel Core i3 or AMD Ryzen 3 or better Hard Drive • 40 GB or more of available space • 100 GB or more of total space Memory • 8 GB or RAM or better is preferable Operating System • Windows 10 Professional (No Macs or Chromebooks) • Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro • Two (2) available USB 2.0 or greater ports Minimum Monitor and Accessory Requirements Monitor* • 1280 x 1024 (SXGA) screen resolution • 1920 x 1080 (Full HD or 1080p) USB Headset with Microphone • JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function Camera • Integrated or USB Camera *Dual monitors may be required on some client programs Minimum Software Requirements Google Chrome** • Latest version of Google Chrome for Windows **Certain client programs may require specific versions of Microsoft Internet Explorer Minimum Internet Connectivity Requirements Standard Connection / Speed • Hard-wired connection (no wireless) • Minimum 45 Mpbs download / Minimum 10 Mpbs upload • Internet connection must not be shared with more than 3 devices in the same location Maximum Latency Threshold • 120 milliseconds (ms)