Remote Customer Service Representative - North Carolina

Description

4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping & outdoor, emergency preparedness and health & wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Customer Advocate to join our team.

If you thrive in a fast paced environment with high standards that holds you accountable and rewards accomplishments, look no further. You’ll be paid well for your contributions, sound decisions, and results. Your family is important, so you have the flexibility to balance both home and work according to your needs. Your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one’s whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life.

The Customer Advocate’s Mission: is to treat customers as we would want to be treated. The Customer Advocates are responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. The Customer Advocate's mission is to help the company grow with exceptional customer satisfaction. By doing this, the Customer Advocates will resolve problems and make the process easy for the customer while building and maintaining the 4Patriots reputation.

The Customer Advocates' mission is to create an effortless experience for the customer before they hit the “Order” button until they receive their products.

Company Core Values:

1. Get the important stuff done - We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.
2. Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.
3. Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
4. “We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
5. See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.

Primary Responsibilities / Essential Job Functions:

• Answering inbound customer calls in a friendly manner while using active listening skills.
• Use upselling techniques.
• Respond to inbound digital communication from customers in a friendly manner and handle each customer as if they were the ONLY customer.
• Interpreting digital communication to understand customer issues fully.
• Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions).
• Updating very detailed notes in our system for each customer. This will ensure an excellent history in case the customer calls again, and they will not have to re-explain the situation.
• Maintaining knowledge of our products.
• Following our Quality Assurance standards at all times and meeting all KPI targets.
• Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management.
• Preventing cancellations or returns where possible.
• Understanding when to forward escalated issues to management.
• Have full knowledge (of Wiki, our internal system) to answer customer questions correctly.
• Have full knowledge of SOPs for customer service tasks in our systems and warehouse systems.
• Create and revise SOPs as needed and have them approved by management.
• Understand current promotions fully and use appropriate Ad Codes when placing orders.
• Identify trends heard from customers and report these trends to management in detail with data. Example: This week, I received 54 calls about 4P buyers not receiving confirmation emails. Their order numbers were 342234, 45345, 34324, etc.
• Report any system issues to management for immediate investigation.
• Handling special projects when delegated by management.
• Help with training new representatives.
• Additional job responsibilities and duties may be asked of you anytime.
• The job’s duty description is subject to change at any time according to our business needs.

Other:

• Follow all policies and procedures of 4Patriots.
• Demonstrate regular and reliable attendance

4Patriots Offer:

• 100% remote!
• Great Pay and Bonus Program
• Company Paid Medical Coverage
• Vision & Dental Coverage
• 401K with Company Match
• Generous PTO Policy
• Paid Maternity/Parental Leave
• Employee Referral Bonus
• Student Loan Repayment Program
• Volunteer Time Off
• Professional Development Fund ...and many more

Requirements

Qualifications:

• High School Graduate or GED
• 2 years + of contact center experience in a call center-related field, including customer service.
• This position is based on Central Standard Time.
• Understand the demands of working in a fast-paced environment and provide customer excellence.
• Comfortable upselling.
• Active listening skills & following protocols precisely.
• You must be observant and have excellent judgment.
• Strong grammar and communication skills.
• Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats.
• Ability to achieve daily KPIs for phone, email, and chat.
• A mindset that is open and ready to embrace change.
• Coachable -This is key in hitting required monthly QA KPI measurements. Required QA KPI measurements are as follows:
• Employees will have 40+ scored customer interactions each month. The employee will be scored in sales, order status inquiries, general inquiries, and more.
• Scores: 30-day employee QA expectations: 75%, 6 months, and beyond QA expectations: 90% or higher.
• A mindset that is open and ready to embrace change.
• Consistent attendance is essential and recommended in achieving all KPIs.

Other Qualifications:

• For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed).
• Must have reliable wi-fi.
• Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:
• Closed door with no one in the room.
• No people talking in the background (including babysitter, family, friends, TV, and monitors).
• No dogs barking.
• No working in public areas or vehicles.
• Anything that would prevent you from having a quiet work environment.
• Use a USB headset only (wireless headsets will not be allowed).
• Must pass a background check and credit check. For the credit check, please see the following:
• No bankruptcy for the past 7 years
• No more than $2,500 TOTAL in open collections
• Excluding medical and closed accounts. We do count student loans.
• For example: Not eligible to work for us:
• Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)

Skills and Abilities:

Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results-driven; and learn quickly in a fast-paced open-plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, and be detail-oriented and adaptable.

Physical And Mental Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities.

While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch.

The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements:

Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment.

We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI

4Patriots will never ask for personal information via email. Any and all offers will come directly from Human resources via phone call and email.