Ultimate Staffing is seeking multiple Customer Service Representatives for a fully remote opportunity!
SUMMARY
The Lead Development Representative will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging customers through SMS, email, and inbound/outbound phone calls. We ensure every lead we engage with is helped in a timely manner, while discussing their interests, over their preferred channel of choice. Conversations are handled with empathy, positivity, and a willingness to meet all their needs. Leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer and phone experience as well as a thoughtful approach to lead engagement.
WHAT YOU WILL DO
Quickly input leads responses, notes, and disposition statuses into the assigned incoming lead profiles
Utilize systems to gather and confirm information prompted by incoming SMS/email/calls
Provide exceptional customer service, active listening, verbal and written communication skills while working independently with discipline and motivation to succeed in a virtual environment
Review and comprehend previous “Lead to Concierge” interactions to continue the conversation to determine a qualified or unqualified lead
Coordinate and confirm incoming leads that inquire about national services provided by our clients
Accurately document all conversations according to standard operating procedures in our console
Thoroughly follow client and department standards and system procedures
Display a team-minded attitude with the ability to adapt and embrace change to fit business needs
Thrive in an ever-growing and ever-changing environment
Be measured by your: 1) speed and time to complete distributed work, 2) live transfer opportunity percentage, along with important competencies to deliver customer satisfaction and teamwork
WHAT YOU BRING
High school diploma or equivalent required
Minimum 1 year of previous experience working in a contact center required; remote contact center experience is a plus
Previous CRM experience with at least 50 WPM typing speed required
Must be able to work full-time (32-40 hours per week) with occasional overtime as needed
Ability to maintain 100% strict adherence to the assigned schedule required
Must be able to work a variety of shifts including evenings, weekends, and holidays
A dedicated workspace free of distractions is required
Excellent verbal and written communication skills with attention to accuracy and grammar
Strong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation with leads
Ability to work in a remote environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate for extended periods of time
Self-organization, time management skills, ability to work with co-workers remotely, and a team-centric positive attitude
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.