Customer Experience Representative (Remote Call Center)

About the role

Deposita, an Allied Universal company, is hiring a Customer Experience Representative for a remote position. The representative joins a customer-focused team and provides a high-quality customer experience. The starting rate is $17.00 per hour, rising to $18.00 per hour for bilingual French (Canadian) representatives.

Key responsibilities

• Identify customers' needs, clarify information and guide them toward resolution
• Solve a variety of problems in technical systems with skill and accuracy
• Create cases for calls and emails, record the problem history, steps taken and resolution, then escalate unresolved issues
• Maintain customer service as a top priority and handle challenging conversations
• Report changes in call types to management and track escalations to completion
• Monitor the health of customers' networks, hardware and software

Required profile

• High school diploma or equivalent
• Technical call center support experience
• Experience in a technical support role or other technical experience
• Strong understanding of customer service and customer relations
• Good judgment, decision-making, written and oral communication, and problem-solving skills
• Preferred: associate's degree in Information Technology, Computer Science or a related field, and experience in Service Now and Five9

What we offer

• Medical, dental, vision, basic life, AD&D, retirement and disability insurance
• Eight paid holidays, five sick days and four personal days
• Vacation accrued at 3.08 hours biweekly, paid out only where required by law