Customer Service Agent

Summary

Join Netfor, Inc., a customer experience company, as a work-from-home Customer Support Representative! Based in Indiana, you will provide inbound customer support via telephone, utilizing our knowledge base to resolve issues. This role requires strong communication and problem-solving skills, along with the ability to work independently and efficiently. You'll gain valuable experience in multiple industries and platforms, with opportunities for internal advancement and professional development. Netfor offers competitive compensation, a comprehensive benefits package including PTO, 401k, and health insurance, and a supportive work environment.

Requirements

• Proven ability to communicate effectively both verbally and in writing
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure
• Must be an independent, motivated worker, and an innovative self-starter
• Must be confident and flexible
• Ability to work 100% from within our knowledge base articles, without deviation, per contractual agreements
• Show up, show up on time, and display a helpful attitude
• Ability to talk and type at least 35 words per minute
• Must own a Desktop or laptop with the following minimum specifications: Desktop or laptop (MAC, Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook and Android systems are NOT compatible) • We do not accept MacOS • Operating System - Windows 10 For Windows Systems • RAM or Memory - 8GB or higher • Processor - I5 9500 or Ryzen 3 3100 or higher • SSD 26GB or higher with at least 100gb of free space

Responsibilities

• Provide customer support for instructional calls, question and answer calls, and handling of all other customer issues by performing question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment
• Answer phone calls with a smile
• Clearly communicate directions in a user-friendly, professional manner
• Clearly document the issue and solution in ticketing software
• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Process customer orders/changes/returns according to established department policies and procedures
• Provide timely feedback to the company regarding service issues or customer concerns
• Strive for positive customer satisfaction survey comments

Preferred Qualifications

• Microsoft Office proficiency
• Strong ability to multitask

Benefits

• $16-$18 an hour depending on experience, technical aptitude, typing skills
• PTO plan (can accrue up to 76.96 hours/year within the first year)
• 401k
• Health insurance
• Dental
• Optical
• Well-rounded wellness program