Contact Center Advisor

We are seeking a dedicated Contact Center Advisor to join our fully remote customer service team. In this role, you will handle incoming customer inquiries related to order changes and service issues, providing clear explanations and practical solutions. Your primary goal is to resolve concerns efficiently without requiring customers to repeat themselves. You will manage calls from an incoming queue and follow up with customers as needed, using shared tools to stay connected with your team. Support and coaching will be provided by a customer service team lead to help you navigate more complex conversations. The position offers a competitive monthly salary with additional bonus opportunities.

Key Responsibilities

- Review customer inquiries and scheduled callbacks using a CRM system such as Freshdesk, prioritizing calls effectively.
- Handle incoming calls and initiate follow-up calls through a business phone system like Dialpad, introducing yourself and stating the purpose of the call.
- Listen attentively to customer concerns, ask concise questions to gather missing information, and confirm the issue before offering solutions.
- Provide clear explanations about service details, order updates, and next steps using approved reference materials, breaking down complex information into simple, actionable steps.
- Resolve straightforward issues during calls and verify that the customer is satisfied with the solution before concluding the conversation.
- Maintain a calm and polite demeanor, especially when dealing with upset or hurried customers, allowing them to express their concerns fully without interruption.
- Document detailed call notes after each interaction, including the customer’s question, your response, and any follow-up actions required, ensuring clarity for subsequent team members.
- Escalate unresolved questions to the team lead with a brief summary and specific requests for assistance.
- Proactively contact customers awaiting updates, confirm resolution of their concerns, and close cases appropriately.
- Identify and mark incorrect numbers, duplicate records, and do-not-call requests. Share daily call metrics and common customer issues during team meetings and coaching sessions.
- Adhere to quality standards by maintaining accurate notes, polite communication, timely follow-ups, and complete customer records. Use feedback to continuously improve performance.

Required Qualifications

- Proficient spoken and written English, as most customer interactions are with clients in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity to support remote work.
- No prior experience required; however, previous phone support or customer-facing roles are advantageous, especially those involving explaining procedures and answering questions.
- Willingness to learn the service offerings, follow approved call scripts, and consult reference materials before providing uncertain answers.
- Ability to quickly adapt to customer record systems and phone platforms, including retrieving details, adding notes, and managing callbacks.
- Strong listening skills, with the ability to ask clear, relevant questions and explain solutions in simple terms without rushing the customer.
- Attention to detail when documenting calls, selecting next steps, and verifying customer information accuracy.
- Patience in handling repeated questions and readiness to seek guidance from the team lead for complex issues.
- A quiet, private workspace at home to ensure confidentiality during customer calls.

Preferred Qualifications and Benefits

- Experience with CRM tools like Freshdesk and business phone systems such as Dialpad is beneficial but not mandatory.
- Structured onboarding and ongoing training to develop proficiency with customer support tools and processes.
- Regular feedback sessions and coaching with the team lead to enhance communication skills and problem-solving abilities.
- Opportunities for career growth within the customer service team as you build expertise.
- Bonus incentives in addition to the base salary.
- The convenience and flexibility of a fully remote work environment with collaborative team support.

This role offers a rewarding opportunity to develop your customer service skills while working from home in a supportive and structured setting.