iQor

* Temporary * Customer Service Tech Support Representative

Requisition ID 44497

Allentown, Pennsylvania, United StatesPosted April 25, 2024
Seasonal/TemporaryOperations
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About the Role

We are searching for polite, professional Customer Service Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

**TEMPORARY / SEASONAL POSITION**

 

 

30 Days ONSITE TRAINING at our Allentown, PA office:

7350 Tilghman Street

Allentown, PA 18106

3rd floor

 


$15.00 Starting Salary for Temporary Position

+$1.00 Language Premium for Bilingual Spanish!

+$1.00 Shift Premium for late shifts!

 

 

-Virtual Microsoft Teams interview required-

 



PERKS:

 

  • Full Health benefits after 45 days - Medical, Dental & Vision.
  • Paid time off after 90 days.
  • 401K.
  • Tuition Reimbursement.
  • Referral Incentive Program.
  • Employee Discounts Program!

 

  

 

 

Job Summary:

 

We are searching for polite, professional Customer Service Tech Support Representatives to represent our clients professionally by providing remarkable service to their customers. The Customer Service Tech Support Representative will be responsible for supporting customers through inbound calls, outbound calls, emails, and chats for consumers with inquiries regarding setting up devices and apps for a medical device. The Customer Service Tech Support Representative will use knowledge, skills, resources, and tools to answer questions, assist with product set-up, provide general product information, review capabilities, key features, functionality, and provide product/platform troubleshooting. The focus for this role is to provide a seamless and exceptional customer experience with every interaction to increase product adoption and build Customer and Brand Loyalty.

 

 

 

Responsibilities:

 

  • Temporary / Seasonal Position (3-4 months).
  • Immediate Availability to start after background clearance!
  • 30 days required ONSITE, Work at Home after!
  • In Office Paid Training (Allentown, PA) will be 1 month, Monday - Friday 9:00am-5:00pm 
  • Several available schedules for work at home:
  • Monday through Friday either : 8:00am – 5:00pm, 11:00am -8:00pm or 3:00pm – 12:00am
  • Saturday through Wednesday either : 8:00am – 5:00pm, 11:00am -8:00pm or 3:00pm – 12:00am
  • Bilingual Spanish candidates receive a +$1 language premium.
  • Late shifts (11:00am - 8:00pm or 3:00pm - 12:00am) to receive a +$1 Shift Differential


 

Requirements:

 

  • Must demonstrate good understanding of home networking and connected devices
  • Must demonstrate excellent over-the-phone and video skills, inflection, and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly, empathetic, and helpful tone in conversation.
  • Demonstrate excellent communication and customer service skills. Taking ownership in assisting, researching, and resolving customer issues
  • Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledge, skills, and resources to effectively research, provide complete and accurate information to resolve the customer’s reason for calling
  • Able to understand and implement new information and procedures efficiently and professionally
  • Able to understand detailed policies, troubleshooting steps, and procedures and explain information in a manner that is easily understood
  • Excellent computer navigation and data entry skills – will utilize multiple systems to access customer information, research issues, educate and solve the customer’s reason for calling
  • Ability to multi-task efficiently
  • Able to navigate multiple systems and seamlessly converse in a friendly tone.
  • Able to de-escalate and handle difficult customer situations.
  • Will handle and hold secure confidential and sensitive customer information
  • Open to coaching and feedback focused on call efficiency and continuous improvement in providing an exceptional customer experience.
  • Goal-oriented - can work in a team environment to meet individual and team Customer Service quality and call handling goals

 

 

 

Qualifications:

 

  • Independent, self-starter
  • Call center (technical support) preferred
  • Customer Service call center experience preferred
  • Ability to troubleshoot technical issues
  • Excellent computer & web navigation skills
  • Accurate data input skills - must work with multiple systems to research, troubleshoot and resolve customer issues.
  • Background and/or interest in the medical field a PLUS

 

 

 

Education Requirements:

 

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

 

 

 

Physical Requirements:

 

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.

What you'll do

  • Answer inbound calls and greet customers with energy and enthusiasm.
  • Place outbound calls and communicate with energy and enthusiasm to customers.
  • Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
  • Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
  • Meet department productivity and quality standards.
  • Strive for first call resolution and take true ownership of customer needs and issues.
  • Communicate and follow instructions for one call customer resolution.
  • Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
  • Take an active role in educating customers about our clients products and services.

Skills Requirements

  • At least 2 years of customer service experience in a transaction-based environment such as a call center or retail location, demonstrating ability to be empathetic and compassionate.
  • Must have the ability to work independently and a in team environment.
  • Experience in a production environment.
  • Problem solving skills.
  • Ability to maintain accuracy and production standards.
  • Physical attendance is key to success and necessary to meet objectives.
  • You have the flexibility to work any shift, including nights and especially weekends.
  • Experience in a production environment.
  • Problem solving skills.
  • Ability to maintain accuracy and production standards.
  • Physical attendance is key to success and necessary to meet objectives.
  • You have the flexibility to work any shift, including nights and especially weekends.

Education Requirements

  • High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

  • Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
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