Part-Time Call Center Agent (Fully Remote)

SUMMARY

Call center agents will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging leads through SMS, email, and inbound/outbound phone calls. We ensure every lead we engage with is helped in an accurate and timely manner, while discussing their interests, over their preferred channel of choice. Conversations are... handled with empathy, positivity, and a willingness to meet all their needs. Leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer and phone experience as well as a thoughtful, quality driven approach to lead engagement.

ESSENTIAL FUNCTIONS
• Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles
• Utilize systems to gather and confirm information prompted by incoming SMS/email/calls
• Provide exceptional customer service, active listening, verbal and written communication skills while working independently with discipline and motivation to succeed in a virtual environment
• Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead
• Coordinate and confirm incoming leads that inquire about national services provided by our clients
• Accurately document all conversations according to standard operating procedures in our console
• Thoroughly follow client and department standards and system procedures
• Display a team-minded attitude with the ability to adapt and embrace change to fit business needs
• Thrive in an ever-growing and ever-changing environment

MINIMUM REQUIREMENTS
• High school diploma or equivalent required
• Minimum 6 months of previous experience working in customer service required
• Remote contact center experience is a plus
• Ability to type at least 30 WPM required
• Your performance will be measured by: 1) quality 2) AHT 3) inactive time 4) schedule adherence 5) accurately schedule appointments
• Must be able to work an assigned schedule during operating hours of Sunday-Saturday from 5:00 AM Pacific to 10:00 PM Pacific
• Must be able to attend part-time training (the first six weeks of your role), the schedule for this training is from 8 AM Pacific to 12 PM Pacific and is not negotiable. Your schedule will change after this training period is over
• Must be able to work part-time, less than 30 hours per week or as needed
• Must be reliable with ability to maintain excellent attendance
• A dedicated, quiet workspace free of distractions is required
• Excellent verbal and written communication skills with attention to accuracy and grammar
• Strong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation with leads
• Ability to work in a remote environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate for extended periods of time
• Must be detail oriented, exhibit time management skills, ability to work with co-workers remotely

Location

Must be authorized to work in the U.S. We do not offer Visa assistance or sponsorship for this role. This is a fully remote position and there is no relocation assistance. You must also reside in the United States. Verse uses E-Verify to verify employment.

References

We use tools like speaking to references to gain a more full-bodied, in-depth picture of the person we’re looking to hire. By submitting your application, you are giving your permission that Verse.ai may conduct references using professional social media and common connections. We commit to not contacting any of your current work colleagues and will adhere to all legal requirements regarding salary and protected class information.

EEO Statement

Verse.ai is committed to the full inclusion of all qualified individuals. As part of this commitment, Verse.ai will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact People & Culture at [email protected]

We are Verse and we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. All candidates for hire, promotion, and performance are evaluated on the basis of merit alone

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