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Customer Service Representative

Company: Nesco Resource
Location: Fresno
Posted on: November 22, 2021

Job Description:

We are currently seeking Remote Customer Service Representative's

Job Location: -Remote
Pay rate: -$16-$17/hr
Contrac t: -7+ months temp to hire
Training Length: - 8:00 AM PST to 4:45 PM PST Monday-Friday
Equipment: Provided
Regular shift/schedule: -Need to be prepared to work flexible hours as well as (Saturday and Sunday) shifts. Open 7 days a week and must be available from 8:00 AM PST to 8:00 PM PST, Monday - Friday to work an 8hr shift. Based on business need, in the future they could be scheduled a later shift or a shift with weekends (with days off during the week).
Assessments needed: -Internet Spped Test
Start Date: -11/22
Paid weekly.
Benefits : -Medical, dental, vision, and life insurance.

General Summary
With general supervision, ensure accurate, timely and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Essential Functions
Responds to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email

Contingent on the Global Line of Business (LOB), requires in-depth knowledge in the following areas:

Prescriptions, Plans, Products, Services, and Procedures
Online purchasing & e-Commerce knowledge
Internet knowledge
Payment processing/payment collections
Eligibility verification
Order Status, Shipping Status, and Stock Availability
Accurate completion of necessary documentation, letters, and forms processing
Quality Assurance testing for company software

Research and resolve issues/complaints and determine appropriate resolution(s)

Solves problems and assists with issues that may not fit the 'cookie-cutter solution

Effectively educates and influences customers and prospective customers on the value and benefit that the company offers through its products, services, and solutions

Identify customer trends and communicate to appropriate business partners, leaders and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization wide impacts

Effectively maintains specific line of business Customer Service standards and support level standards

Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to accurately and consistently respond to customers inquiries

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information about the company to attendees; available for occasional overnight travel

Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders

Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders

Contingent on the LOB, may process claims based on business needs workflow fluctuations

Job Specifications
Typically has the following skills or abilities:

One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail or eyewear industries

Available to work any shift, including weekends, holidays, and/or overnight

Demonstrated internet knowledge and understanding of basic internet browser settings

Demonstrated ability to work with multiple software programs, simultaneously

Working knowledge of MS Office package

Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquires

Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made

Excellent interpersonal and rapport building skills

Ability to ask appropriate and relevant questions to identify customer needs

Proven problem solving, negotiations, and decision-making skills

Ability to use appropriate discretion and judgment in applying customer/call handling guidelines

Ability to listen, process transactions and interact with customers simultaneously in a fast paced environment

If this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check

In order to successfully and consistently perform the duties of a Customer Support Representative on our systems and networks, the following internet and equipment (provided by the company) are required:

OS (Provided) Windows 10
CPU (Provided) Client Core i5-7500 (4 Cores/6MB/4T/3.6GHz)
Memory (Provided) 16GB 2X8GB 2666MHz DDR4 Memory
Hard Drive (Provided) 256GB Solid State Hard Drive
Wired Headset ( Provided)
Wired Connection (ethernet cable) to Router/Modem; NOT provided by company
Router/Modem NOT provided by company
Download Speed (per user on home network NOT provided by company) 50 Mbps
Upload Speed (per user on home network NOT provided by company) 10 Mbps
Loaded Latency ? 150 ms

Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

Keywords: Nesco Resource, Fresno , Customer Service Representative, Sales , Fresno, California

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