Customer Service Representative

Pay: $17.50 - $18.50 per hour

Job description:

This role is only for candidates in the state of AZ

Job Description

At our organization, it’s our people who define us and make us who we are. Through our teams, we deliver exceptional customer experiences for organizations across the globe. We are deeply committed to the success and growth of our employees, offering programs and opportunities designed to help individuals achieve their personal and professional goals. Our philosophy is rooted in the belief that everyone deserves a path to reach their highest potential while supporting others in doing the same - creating positive outcomes for both our people and the communities we serve.

About the Role

The Customer Service Representative supports a range of programs, including survey engagement, customer inquiries, database entry, and market research initiatives. In this role, you will represent clients through professional and timely communication with customers across multiple channels.

Responsibilities include handling inbound and outbound interactions, responding to email communications, and accurately updating internal systems with relevant customer information. This position plays a key role in maintaining data integrity, supporting quality assurance standards, and ensuring all program requirements and performance metrics are consistently met.

Responsibilities:

• Perform/handle inbound and outbound customer communications via phone and email
• Interact with customers via various methods of communication
• Follow detailed instructions as outlined in Company documents
• Update Program Database accurately
• Appropriately handle challenging and unique customer situations in accordance with company's standards
• Identify and escalate data or program specific issues to appropriate level of management
• Meet or exceed Company's key performance standards and quality objectives
• Work as an integral part of the operations team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through program

Requirements:

• Attention to detail and accuracy
• Multi-tasking skills including the ability to toggle between multiple computer windows
• Strong written, verbal and interpersonal communication skills
• Meet certification requirements
• Ability to maintain confidentiality
• Familiarity with or an ability to understand and utilize a database and Microsoft Office programs
• Working knowledge of computers and user-level troubleshooting capabilities
• Must be able to pass a background check
• High speed internet test will be required during the onboarding process to ensure you are set up for success

Technical Requirements

• You must provide your own computer for the position
• It must have Windows 11 – No Mac, Apple, Chromebooks, or ThinkPads
• Minimum 8 GB of RAM aka installed memory required | 16gb RAM recommended
• Minimum of 237 GB internal total storage on the C drive
• Minimum of 100 GB of free storage on the C drive
• You must have a webcam – either external or internally on your laptop
• You must have a USB wired headset with a mute function and noise canceling capabilities
• Minimum internet speed: 50 Mbps download / 10 Mbps upload
• Preferred internet speed: 100 Mbps download / 10 Mbps upload
• Internet cannot be from a mobile provider or 5G
• Must have internet from a major service provider and pass a speed test
• Jitter should be 15ms or lower to ensure call quality
• Candidates will be asked to complete a speed test using a provided link

You will also need a private & secure area in your residence where you will work your shifts - that is completely free of all distractions. Part of your employment expectations will be to keep your customers’ personal information private and secure.

Employment Conditions

Employment is contingent upon successfully passing a comprehensive background screening. All candidates must undergo and pass a thorough background check, which may include verification of employment history, education, criminal records, and other relevant checks.

On your first day, you will review, sign, and agree to a training agreement that includes a strict attendance requirement. Failure to meet the expectations outlined in the training agreement may impact continued employment.

Equal Employment Opportunity Statement

Valor Global is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status in accordance with applicable laws.