Solutions Specialist Must Reside in MA., Remote NEW

Lowell, Massachusetts
Cerida Investment Corp
Job DescriptionJob Description

Job Type: Full Time
Hours: M-F 8-6 Sat 8-1
Salary: $17.00 Hourly

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

About the Position:

Solution Specialists will assist our customers by owning the consumer’s journey, handling inquiries and concerns, and seeing them through to resolution via omnichannel support (phone, email, chat, SMS). In addition to record-keeping and database maintenance, Solution Specialists will primarily assist residential and small business customers with energy efficiency and decarbonization initiatives.

Solution Specialists will make and place calls to and from customers using a PC-based softphone with a headset. Our ideal candidates are empathetic, patient, professional, and passionate communicators, both orally and in writing. Our most effective Solution Specialists can put themselves in the callers’ shoes and assist as necessary. An extensive paid training program will equip you with the knowledge necessary to effectively assist customers.

Responsibilities include, but are not limited to:

• The primary role is to assist customers via omnichannel support
• Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements
• Document all call activity accurately in the client systems with complete and thorough notes
• Identify the needs of the customer, clarify information, and provide accurate answers to the customer’s issues or concerns
• Attend all training sessions
• Requirement to diligently log into the UKG system, Contact Center tools, and websites as required

Call Service Associate Skills/Qualifications:

• Must possess excellent written and verbal communication skills
• Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers
• Must have good interpersonal skills to enable an easy conversation flow with customers
• Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free
• Flexibility in role/job function changes and shift to meet customer needs and requests
• Skilled at typing, data capture, and entry using proper grammar and correct spelling
• Must be able to multitask and manage time properly and effectively
• Must be able to adapt to different situations and individuals
• Willing and able to work 8-hour shifts using a computer with keyboard, using two monitors, and a headset with a microphone
• Must be comfortable handling back-to-back calls
• Be dedicated to working the schedule provided. Absences are not tolerable.
• Must be acceptable to have calls monitored and/or recorded, and understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client’s needs.
• Must be capable of reading from scripts
• Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.

Technical Requirements:

• A Windows PC is required, running Windows 10 (no MacBooks or Chromebooks)
• 8 GB of RAM, minimum
• Dual-core processor, minimum
• USB wired headset
• Wired internet connection with a minimum internet speed of 80/15
• Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods
• Dual monitors

Hours of Operations / Schedules:

• 8:00 AM – 6:00 PM Eastern Prevailing Time, Monday through Friday; Saturdays 8:00 AM – 1:00 PM Eastern Prevailing Time
• 40 hours per week is required. Schedules are subject to change based on the client’s needs.
• Paid 15-minute breaks are provided for 4-hour shifts
• 30-minute unpaid lunches

Language:

• English as a primary language
• Bilingual speakers encouraged to apply

Experience/Job Requirements:

• At least 1 year of work experience in a call center/customer service environment is required
• Experience with utilities, energy efficiency, and decarbonization is preferred, but not required.
• High School Diploma or equivalent is required
• Applicants must type a minimum of twenty-five (25) words per minute
• Applicants must have a quiet place to work with no interruptions
• Applicants must successfully pass a pre-employment drug test and background/criminal check
• Applicants must agree to and sign a code of ethics, confidentiality, and compliance documents

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.