Customer Service Representative

How you will impact the organization…

The agent is directly communicating with the fast growing number of end-users by phone and e-mail and helping them set up, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

The value you will deliver…

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers in regards to service issues specifically with a view to retaining customers or checking for potential fraud.
• Responding to chats and emails as required.
• Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.
• Maintain client work schedule and service level requirements.
• Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
• Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
• Report accurately on calls inbound and outbound, record calls and call details on company systems.
• Fulfill special project requests, and support porting or HP as required.
• Ability to work flexible work hours
• Following up on customer escalations.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• 2+ years experience in an inbound call center environment.
• 2+ years experience resolving basic user related technical problems with directions given over the telephone or via email. 
• 2 years experience in Technical Customer Support preferred
• Excellent communication skills.
• Superior problem solving skills.
• Proficiency in Salesforce 
• Experience resolving basic user related technical problems with directions given over the telephone
• Ability to work both independently and as part of a team is a must.
• Cross functional skills in supporting customers via chat and email
• Experience supporting added areas of support functions, examples could include special projects, porting, HP support etc. 

You will stand out if you also have…

• IOS experience is a plus 
• HTML experience a plus

Additional details…

• Location requirements: Hybrid (Los Angeles or Las Vegas)
• Travel requirements: Up to 10% travel
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time
• Technology requirements: Reliable, high speed internet
• Eligible for sponsorship: No
• Security clearance: Ability to achieve and maintain a security clearance with the U.S. Government is required.

The salary range for this role is $15.00 - $18.00 USD hourly. The total compensation package for this position is negotiable and may also include annual performance bonus, ESPP, enhanced time off packages and benefits.