Customer Care Specialist

ABOUT ANSERVE:

Anserve Inc. is a 24x7 HIPAA-compliant Call Center operating in a $30B industry. We are proud to have been recognized as a Top Ten company among our competition. From small startups to household brand names, Anserve Inc. has provided its professional range of answering services to a diverse business community since 1969. Anserve has always been a family business. We own and maintain a 12,000 square foot building with a staff of over 100 employees.

Mission: To build a great company with compassionate people & achieve amazing results

COMPENSATION AND BENEFITS:

We believe that our employees and our culture are the foundation of the work that we do.

The base compensation range is $15.50 per hour.
401k with up to 4% Employer match
Health Premium covered generously
Dental, Vision, Accident, Critical Illness.
Generous PTO package
Tuition Reimbursement
Referral Bonus
Professional Training Environment
Work with an Award-Winning Team
Flexible Working Conditions
A Family-Owned Company
Advancement Opportunities
Manager Development Programs
Monthly Rewards/ Incentives
Biannual Industry Rewards

COMPUTER REQUIREMENTS:

· Must have your own PC/Laptop (Windows 10 or 11) with at least 8GB of RAM storage (Chrome books, Mac PCs not accepted), wired USB headset, webcam, and high speed internet access.

JOB PURPOSE:

As a Customer Care Specialist, you will be the first point of contact for our callers, providing exceptional customer service and ensuring a positive and professional experience. You will utilize either Pinnacle or Amtelco platform to support our clients by answering their calls, addressing their questions and complaints, and appropriately directing their inquiries.

DUTIES/RESPONSIBILITIES:

Answering Calls:

Must communicate clearly and precisely, ensuring that clients fully understand the information provided.
Full Understanding of Pinnacle / Amtelco Platform: Utilize our platform effectively to manage incoming calls, and ensure accurate and efficient handling of all inquiries.
Provide Support: Offer comprehensive support to callers by understanding their needs, answering their questions, and providing accurate information.
Appropriate Direction of Inquiries: Direct callers’ questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction.

 The hours needed for this position are Part-time 25 hours per week during the hours of 8am-1pm EST. Must be able to work every Saturday during the requested hours.

Customer Service:

Maintain High Standards: Consistently uphold a high standard of customer service, promoting a positive and professional customer experience.
Discern Situations: Quickly assess and understand various caller situations, demonstrating empathy and problem-solving skills to address their needs.
Quality Assurance:

Adhere to Policies: Abide by Anserve’s Quality Assurance policy, ensuring that interactions meet the company’s standard for quality and professional.
Continuous Improvement: Actively seek feedback and engage in continuous self-improvement to enhance service quality.
Performs Other Duties as Assigned: Flexibility to take on additional responsibilities as needed to support the team and contribute to the overall success of the Customer Contact Center.

REQUIRED SKILLS/ABILITIES:

Adhere to Anserve’s core values.
Excellent communication skills including active listening.
Service-oriented and able to discern the caller’s reasons.
Proficient with Amtelco platform, and/or able to learn efficiently.
Optimistic and creative in “getting the job done” when times are difficult.
Remote Work Discipline: Demonstrated ability to work effectively in a remote environment with high dependability.
Disciplined in a remote environment, with a demonstrated dependability.
Continuous Learning: Enthusiastic about learning and driven towards continuous self-improvement.
Technical Proficiency: Familiarity with contact center software and Microsoft Office suite is a plus.
EDUCATION AND EXPERIENCE:

High School Diploma or GED Required
Prior Call Center Experience: Preferred, but not required
SUPERVISORY REQUIREMENTS:

None
TRAVEL REQUIREMENTS:

This position does not require traveling.
ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position.  However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.  All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.