Customer Service Agent

Orlando, Florida

Customer Service Agent needed for a real estate tech firm
Job ID: 19751
Pay Rate: $15-18.00/hour
Location: Remote, EST time zone preferred
Employment Type: Contract, approximately 9 months
Schedule: 9am - 6pm, Monday through Friday, EST


Whether buying a home or having worked in real estate, you know how fast-paced this environment can be. The housing market is booming and data is flying faster than the speed of light, it puts the Star Trek Enterprise to shame. Put your kind and patient personality to work as a Customer Service Agent for a world-wide Real Estate Tech giant.

Our client is passionate about connecting people with the homes of their dreams. Named as one of Seattle's "best place to work", this company has disrupted the real estate industry with its innovative, forward-thinking approach to buying or renting a home.


What You'll Be Doing.

  • Real-time monitoring of critical business operations and performance indicators at an interval level: task volumes, average handle times, queue time, rep utilization, contact center service level adherence.
  • Responsible for WFM real time functions including but not limited to allocation exceptions, break/lunch schedules, daily performance reports, etc.).
  • Monitor intraday scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.
  • Achieve operational service level targets on monthly, daily, and interval level through active monitoring of real-time contact center performance.
  • Monitor weather events and execute program for communicating these events to our Operations teams and mitigate for staffing shortfalls at impacted contact centers.
  • Escalate issues impacting performance to the correct source for resolution while owning ongoing communication for contact centers and report any situational changes to the business.
  • Ensure high standards of quality and accuracy in all communication with Operations teams.
  • Communicate with internal and vendor operations to reduce customer impacts following incidents.
  • Communicates performance trends and areas of concern to management and help implement corrective action plans as needed.
  • Maintain incident activity logs to include business impact, remediation plans, root cause analysis.
  • Other duties as assigned by management.


About You.

  • High School Diploma required.
  • Intermediate Microsoft Excel and Word skills required.
  • Prior experience working for an internet company or with subscription-based products preferred.
  • System experience with Zuora preferred or other big ERPs (e.g., Workday, Oracle, Great Plains, etc.)
  • Salesforce or other CRM experience is a plus.
  • 2 - 3 years of high-volume call center experience is a plus.
  • Excellent organization and prioritization skills with strong attention to detail.
  • Strong verbal and written communication skills. The ability to interact effectively with all levels of employees and various departments within the company is essential.
  • Capable of efficiently working from home. Must have stable internet connection and two monitors prior to start date.

 

Parker Staffing offers all levels of Administrative, Customer Service, Call Center, Sales, and Human Resources job opportunities throughout the Nation. Parker Staffing has served as the staffing agency of choice for thousands for over four decades. Visit our employment opportunities page at https://jobs.parkerstaffing.com/ to review our full offering of temp, temp-to-hire, and direct hire job openings!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Type: Contract

Category: Customer Service

Reference ID: 19751

Start Date: 11/29/2021

End Date: 11/28/2022

Shortcut: http://jobs.parkerstaffing.com/Kmf4so