Virtual Assistant

Summary

Join our dynamic team as a remote Call Center Representative and embark on an exciting journey, delivering top-notch sales support from the comfort of your home. This entry-level position offers on-the-job training and requires a 9-month minimum commitment. While prior call center experience isn't mandatory, customer service or sales experience is beneficial. You'll handle inbound and outbound calls, resolve customer issues, and accurately document claims. Success requires excellent communication, computer skills, reliability, and a commitment to training. We offer competitive salary, performance incentives, and various benefits.

Requirements

• Minimum high school diploma or equivalent
• Six months customer service experience
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to effectively present technical information clearly and concisely
• Ability to fluently speak and comprehend the English language
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues
• Ability to listen and respond while keying into automated system
• Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment)
• Able to accurately type 25 wpm
• General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), and email applications
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• While performing the duties of this Job, the employee is regularly required to sit and talk or hear
• Employee must maintain regular and acceptable attendance at such levels as determined at Voice Dream's sole discretion
• The employee must be available and willing to work 40+ hours per week as Voice Dream determines is necessary or desirable to meet its business needs
• For windows users - 8GB of RAM (minimum) - Core i5 (4 core minimum) - 2.00 GHz (minimum)
• For iOS users - 8GB of memory (minimum) - Catalina Model / Big Sur Model / M1 chip -2.00 GHz (minimum)
• For Headset - A USB wired headset with visible microphone is required (no wireless or aux) -Applicant will not be approved if AirPods or earphones are used instead of a headset
• For Internet - A wired LTE connection is required (router must be powered by a SIM card and wired to the laptop) - Wi-Fi connection won't be sufficient - Hot-spot won't be sufficient
• Fluent English
• Good working laptop minimum specs are in the job description
• Headset
• Very good internet

Responsibilities

• Handle both inbound and outbound calls in a courteous manner while up-selling products and services to customers
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments of Voice Dream to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedure
• Actively listening and communicating with customers, as opposed to just reading the script
• Other duties may be assigned
• In case the applicant wants to leave the company, under any circumstance, the applicant is required to present HR with a 2-week notice

Preferred Qualifications

• Spanish is a plus
• 1+ yrs experience in customer service, sales, or front/back-office experience

Benefits

• Awesome colleagues who are dedicated to Voice Dream and our customers!
• Remote Work
• Training (Must complete training)
• Base salary
• Performance incentives (Bonuses are not guaranteed and solely based on client and company discretion)
• Weekly Schedule (5 days a week)
• 8-9 hours daily schedule (break included)
• Career & Training Development
• Organizational Growth
• Professional Work Environment
• Two yearly company Dinners/Party
• Full-Time 40hr per week position
• Competitive Salary (will be disclosed if we move forward with your application)