Customer Service​/HelpDesk Operator, HelpDesk​/Support

Department: Customer Relations

Location: Remote

Compensation: $17.00 - $22.00 / hour

Description

The Operator will primarily answer phones in a pleasant and professional manner and provide information and assistance to other departments as needed. In addition to administrative duties including implementing administrative systems, procedures, and policies, and monitoring administrative projects.

Key Responsibilities

• Answer multi-line telephone system, determine caller’s needs and route to appropriate department/person
• Handle multiple calls simultaneously while maintaining accuracy, professionalism, and composure.
• Assess and prioritize calls based on urgency and importance
• Transfer calls to the appropriate department/person with accurate, relevant information
• Notate call details, including reason for call, issues raised, and any updated contact information caller provided
• Maintain a high level of service quality and customer satisfaction
• Follow established procedures to assign leads to sales personnel accurately and timely
• Provide callers with information such as company address, company fax numbers, company website and other related information
• Data entry into CRM system
• Assist with other related duties as needed

Skills Knowledge and Expertise Communications - Exhibit good listening and comprehension. Express ideas and thoughts in written form. Express ideas and thoughts verbally. Keep others adequately informed. Select and use appropriate communication methods.
Dependability - Commit to doing the best job possible. Follow instruction. Keep commitments. Meet attendance and punctuality guidelines. Respond to requests for service and assistance. Take responsibility for own actions.
Planning & Organization - Integrate changes smoothly. Plan for additional resources. Prioritize and plan work activities. Set goals and objectives. Use time efficiently. Work in an organized manner.
Quality - Foster quality focus in others. Improve processes. Measure key outcomes. Set clear quality requirements. Solicit and apply customer feedback.
Use of Technology - Adapt to new technologies. Demonstrate required skills. Keep technical skills up to date. Troubleshoot technological problems. Use technology to increase productivity.
Work Environment - The working conditions of this position include working in a remote fashion and autonomous environment. The environment must be free of distractions and provide a space to conduct business in a confidential manner. Able to work autonomously as well as collaboratively with team in a remote environment.
Benefits

• Medical, Dental, Vision, 401k
• Vacation: 2 weeks paid annually, up to 3
• Paid Holidays
• Annualized Performance Bonus
• Remote Flexibility:
  Work from Home

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