Customer Care Agent for Estes

The Job —  Customer Care Agent for Estes

Location —  Work at home, based in Richmond, VA

Job Responsibilities —  From the company job listing:

  • Ability to navigate multiple concurrent windows and efficiently provide helpful information to the customer
  • Ability to utilize computer programs, keyboard, telephone
  • Skilled in the use of chat and video conferencing applications such as Lync and Skype
  • Build rapport with customers by greeting them in a courteous, friendly, and professional manner
  • Basic knowledge of Estes’ product offering, operations, billing and corrections procedures
  • Answer inquiries by clarifying information; researching, locating and providing accurate information
  • Keep equipment operational by following procedures and reporting problems
  • Participate in educational opportunities to keep job knowledge current
  • Resolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problems
  • Effectively transfer misdirected customer requests to appropriate party
  • Recognizes opportunities to up sell to accounts additional services
  • Meet Quality Assurance requirements and other key performance metrics
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
  • Regular attendance is required
  • This is not an all-inclusive list of job requirements and/or duties and may not contain all capabilities necessary to perform the job at all times due to circumstances; Operational, safety and other needs may require the employee to perform any and all other duties as assigned; Employees are expected, and must be able to perform all such duties and tasks

Requirements/Qualifications

  • High School Diploma or General Education Degree (GED), or any combination of education and experience  which would provide an equivalent background; college experience a plus
  • Minimum of 1 year of Call Center or Customer Service experience preferred
  • Knowledge of Transportation industry preferred
  • Must be able to work in a high volume environment
  • Confident, friendly, professional, with a strong work ethic
  • Ability to listen attentively to customer needs and concerns; demonstrate empathy
  • Demonstrated ability to rapidly gain product knowledge
  • Ability to effectively and accurately communicate in writing and on the telephone
  • Ability to easily maneuver between multiple websites and computer screens
  • Working knowledge of Word, Excel, and Outlook;  experience with AS/400 helpful
  • Must be able to comply with all company policies, rules, procedures and Code of Conduct
  • Must be able to interact well with others
  • Must be able to work independently, or in a team setting
  • Must be capable of working under tight time constraints in a high volume environment with multiple priorities
  • Must be able to lift approximately 10-15 lbs., or more if required by the essential functions of the job
  • Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
  • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
  • Must be authorized to work in the United States

Schedule —  No details posted other than part time

Employee or Contract — Employee

Compensation — Not advertised.  Click here for Glassdoor salary reviews.

Benefits —  Click here to review.

More Information — Review and apply with Estes here.