Customer Care Specialist

ABOUT ANSERVE

The Customer Care Specialist serves as the first point of contact for our clients, providing exceptional service and support across various touchpoints. The person in this role holds a wide range of responsibilities, including but not limited to, managing client inquiries, scheduling appointments, and assisting with various script related tasks.

The Customer Care Specialist is expected to handle each interaction with care, professionalism, and a strong attention to detail. This position is fully remote.

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 $15.92 - $16.20 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.

Appointment Setting

Ensure full understanding of all customer accounts prior to taking calls; raise concerns before the calls go live.

Schedule consultations between callers and clients, ensuring that the appointment is set with the appropriate person, for the reason indicated, and for the appropriate amount of time.

Maintain proper procedures for every account, ensuring timely and accurate dispatching appointment booking.

Able to constantly deliver great customer experience while efficiently processing all appointments

Full-Time Schedule: 40 hours per week, working between 3:00 PM–11:00 PM EST.

Employees must be available to work either every Saturday or every Sunday. Open availability on weekdays is strongly recommended to provide flexibility in scheduling.

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 professionalism.

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.

Proven work experience as an Appointment Setter, Call Center, or similar role

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.

Bilingual a plus

EDUCATION AND EXPERIENCE

High School Diploma or GED Required

SUPERVISORY REQUIREMENTS

None