Call Center Advisor - AmazonRx

Job Description:

This position provides first-tier customer service support for customers placing orders via Amazon. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our pet parents on a wide variety of topics. T1 advisors can also expect to progressively learn more to resolve common customer issues.

This is a full-time, remote position that works Monday-Friday with a rotating Saturday.

WHAT YOU'LL DO

• Answer communications from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations

• Respond efficiently and accurately; explain possible solutions and ensure that clients feel supported and valued

• Engage in active listening and comprehension; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives

• Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service

• Provide problem resolution on shipment issues; update online customer records including pets, address, and other critical shipping information

• Follow-ups on tickets regarding customer inquiries, refunds, cancellation requests, OAAs, etc.

WHAT YOU BRING

• At least 1 year of customer service experience

• Experience communicating with customers via one of the following platforms or similar: OnSite Support (preferred), Zendesk, eDesk

• Good written communication skills with the ability to communicate professionally, tactfully and empathetically, in a professional, clear, and concise manner

• Must be able to type accurately and for long periods of time. Average typing speed of at least 40 WPM.

• Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology

• Ability to work in a fast-paced, high-volume call center environment, managing large amounts of clients in a timely and effective manner

• Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.

• Ability to multitask efficiently with error-free written work

• Ability to diffuse de-escalate difficult situations

• Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service

• Excellent adherence to policies/procedures; demonstrates precision and good judgment at all times with respect to daily function

• Ability to be trained via self-guided e-learning

• Consistent and reliable attendance is required

• Must be able to work rotating Saturdays, or willing to work permanent Saturdays

Preferred Experience and Qualifications:

• Bilingual in Spanish

• Remote work experience

• Veterinary clinic or animal-related call center experience

WORKING CONDITIONS

• Reliable internet access is required

• Sitting/standing at a desk working on a computer for long periods of time

Pay Range (US based applicants): $19.00 - $19.50 / hour