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Job Post Details

Customer Service Agent (Remote) - job post

AnswerNet
2.8 out of 5
Remote
From $17 an hour - Full-time

Job details

Here’s how the job details align with your profile.

Pay

  • From $17 an hour

Job type

  • Full-time

Shift and schedule

  • 8 hour shift
  • Weekends as needed
  • Night shift

Benefits
Pulled from the full job description

  • Casual dress
  • Dental care
  • Disability insurance
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking

Full job description

Join our team and together we can help people help others! Our talented team represents various Non-Profit organizations and work hard to make a difference in our world. Whether we are raising funds for a child’s operation, supporting abandoned animals, funding research to find a cure, making sure someone can find a warm place to go, or feeding the hungry; making a difference is at the heart of everything we do. The Inbound Customer Service Representative is responsible for the delivery of superior customer service by processing inbound calls effectively and efficiently, meeting the donor’s and clients’ expectations as well as achieving profitable results for FineLine clients through multichannel services. In addition, this role will focus on acquiring new donors and retaining the existing ones with the goal of raising funds for our clients. If you are friendly, motivated and have the passion to make a difference, this is the job for you!Key Job Activities:

  • Provide an excellent Customer Experience across all channels, adhering to all designated quality standards on each call.
  • Demonstrates professionalism and great customer service etiquette, using empathy and understanding and possessing the ability to maintain free flowing conversation to ensure an excellent donor experience
  • Utilizes applications effectively to process customer transactions accurately
  • Maintains a working knowledge of client product, services and promotions
  • Ensures compliance with all client and company policies and procedures and written standards of performance
  • Demonstrates a strong desire to meet goals and raising funds for long term organizational sustainability
  • Completes offline donor administrative work such as responding to emails, updating addresses, social media inquiries or researching information
  • Reports on donor trends, itemizes activity drivers, complaints and accomplishments as requested
  • Educating customer on ways they can support their cause

Education and Experience Required:

  • Work between the hours of 7am and 11pm; Monday to Sunday (including but not limited to nights, weekend and holidays).
  • Must be able to read, write and speak both English and French fluently.
  • Education equivalent to a High School diploma/GED or the equivalent in related work experience.
  • Exceptional telephone etiquette is required as well as the ability to maintain complete confidentiality of any and all information gained while performing this role.
  • 1 year of customer service experience

Criminal Record Check will be completed before hire.

Fineline offers a unique employee experience by proving that when you invest in your people, they invest in you. Our organization is where you will find a culture based on a demonstrated history of innovation and ingenuity. Key Competencies:

  • Demonstrates excellent customer service skills and the ability to remain calm in stressful situations
  • Excellent computer and administrative skills (Type 35 WPM)
  • Demonstrates excellent phone skills, chat, email with effective active listening, comprehension and conversation skills
  • Demonstrates effective verbal and written communication skills
  • Demonstrates above average use for web-based software such as predictive dialers, CRM systems, databases and data collection along with word processing, the internet and general comfort with technology to work efficiently
  • Demonstrates the ability to establish a great working relationship both internally and externally in a team environment
  • Demonstrates the ability to maintain complete confidentiality of any and all information gained while performing this role

What FineLine can offer you:

  • Health/Dental Benefits
  • RRSP Match Program
  • Opportunities for career growth, development and continuous learning
  • Opportunities to be involved in events that help our communities
  • Work Life Balance
  • Opportunity to work with an incredibly diverse group of inspiring people

Home Environment Requirements:

  • No disruptive pets in the home.
  • No children in the home younger than 16 while taking calls unless a caretaker is available in a separate space from your workspace.
  • Computer setup in separate room from the main part of the home, in a location where you can work your shift in a quiet space without interruption by others or background noises, including family members, appliances, traffic, pets, TV, or music.
  • Cell / Home phone ringer turned off.
  • TV, Music, and Other Entertainment Devices turned off.
  • No other system/user using the internet connection while you are working your shift. Ensure all other devices connected to your home internet are either powered down or disconnected from your home Wi-Fi for the duration of your shift. This includes but is not limited to:
  • smart phones
  • tablets
  • smart TVs
  • smart TV devices (Amazon Fire Stick, Apple TV, Chrome Cast, Roku, etc.)
  • security cameras/devices that are on your internet network (ex. Ring Doorbell camera)
  • other computers

Network Access Requirements:

  • High-speed, broadband internet service (Cable and fiber only; no wireless (WiFi), cellular, DSL, satellite or dial-up services.)
  • Internet access with minimum consistent download speed of 30 mbps (megabits per second) and minimum consistent upload speed of 2 mbps as tested using our Speed Test.
  • PC connected directly via Ethernet cable to a router on your network.

Other Equipment and Requirements:

  • Your own personal computer or laptop.
  • 2 monitors
  • Windows 10
  • USB noise canceling headset.
  • Personal email account.
  • Cell phone or landline telephone (VoIP digital phone services are unacceptable) to speak with someone in the office as needed.
  • System must be plugged into a surge protector.
  • Memos, letters, etc. requiring your signature will be sent via email. The email will include our “Home Agent Electronic Signature” tagging. This is your e-signature which will be considered your valid signature when replying to emails and other communications that require your acknowledgement

Job Types: Full-time, Permanent

Benefits:

  • Casual dress
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care

Education:

  • Secondary School (preferred)

Experience:

  • Call center: 1 year (preferred)
  • Customer service: 1 year (preferred)

Work Location: Remote

Edit jobFlaggedView public job page

Job Type: Full-time

Salary: From $17.00 per hour

Expected hours: 35.00 – 40.00 per week

Benefits:

  • Flexible schedule
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday
  • Weekends as needed

Work Location: Remote

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