Customer Service & Operations Representative

Position: Customer Service & Operations Representative

Location: Remote

Rate: Negotiable based on experience

Duration: 3 Months+

Our client is currently seeking a Customer Service & Operations Representative to join their team.

The right candidate will be responsible for ensuring their task-oriented workflow is performed with urgency, diligence, efficiency, and quality. Immediate daily duties will include reviewing order management system tickets of various statuses, following up with customers via email and following up with our fulfillment partners on various order and fulfillment issues and needs. Long term daily duties will be expanded upon, including learning new ticket types and workflows, chat, call and email interactions with customers and the compliance and eligibility nuances of the various pre-tax flexible spending/saving accounts.

Duties include but are not limited to:

• Respond to incoming calls and follow up with customers via call as needed, inbound and outbound email and support live chat from customers
• Follows up with the fulfillment team regarding various order related issues/requests
• Reviews, follows up on and resolves tickets in the order management system as outlined in the daily workflow
• Create an open and accessible environment for communication

Required Qualifications:

• Excellent listening and communication skills, particularly in written presentation
• Extremely detail oriented
• Superior multitasking skills with minimal to no error
• Able to respond to 8+ emails per hour to start with the aim to increase over time
• Able to handle 6+ concurrent chats
• Able to handle incoming calls and be comfortable talking to people over the phone)
• Open to flexibility around work prioritization and potential changes as well as working with a sense of urgency on competing tasks while adhering to task driven workflow processes
• Can both work autonomously and as a part of a team. Needs to recognize when its appropriate to communicate to management / the rest of the team the need for support
• Possess excellent customer service skills
• Consistent proficiency for outstanding follow up with internal and external stakeholders
• Reliable in the way of time and attendance (we are counting on you!)
• Strong problem-solving skills, presenting a resolution-based way of thinking
• Comfortable working on task driven workflow processes

Bonus points for:

• Experience using Zendesk for B2C email/chat and Salesforce Order Management
• Experience working in an order management system that has ticketing capacity
• Has managed live chat with customers
• Worked in a call center environment and/or as part of an e-comm customer service team
• Has experienced working in a high-volume capacity
• Has used google docs before
• Has managed data entry (logging issues across systems and teams) prior
• Able to follow many stepped processes

Additional Benefits:

For this opportunity, you will also be eligible for benefits through Arsenault for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!

EEO Employer

Arsenault is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.