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20 Aug 2021

Full-Time Customer Care Representative I

MobileHelp – Posted by mobilehelp Boca Raton, Florida, United States

Job Description

What we do at MobileHelp makes a difference in the lives of our customers. As the first company to provide personal emergency response services outside the home, MobileHelp is the leading supplier of mobile medical alert systems in the U.S. We strive every day to enable our customers to be their own hero by giving them the tools and confidence to live more active lives – to keep them safe, to keep them healthy and to keep them in charge. And we can do this for our customers because MobileHelp employees embody the true spirit of teamwork. It’s one of the reasons MobileHelp is unique. We’re all working towards the same goal and we all play an integral part. We help each other achieve our goals and MobileHelp recognizes and rewards us for great work.

MobileHelp is a two-time recipient of the Frost and Sullivan Leadership Awards, was named to the 2014 Grow Florida Top Companies to Watch, was ranked 90th in the Deloitte 2015 Technology Fast 500 and was cited two years in a row (2014 and 2015) in the Inc. 500 list of Fastest Growing Companies in America.

We work hard, but we make sure that we all have fun doing it. So take a peek at who we are and what we’re about. We think you’ll like what you see.

Location: Boca Raton, FL (Temporarily Remote possibly until October 2021, then Hybrid)

Salary $15.19 /hr

***** NO RECRUITERS PLEASE *****

Summary 

Interacts with MobileHelp customers reviewing orders and collecting information into computer by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Receives inbound customer calls and reviews placed orders by collecting and verifying information.
  • Works with new MobileHelp customers to verify addresses, collecting emergency information including responders.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in our internal CRM.
  • Resolve customers’ service or billing complaints by performing activities such as initiating exchange of merchandise, refunds, or adjustments.
  • Opens Return Material Authorization (RMA) incidents, by assigning them to the appropriate departments via incidents in our internal CRM.
  • Checks to ensure that appropriate changes were made to resolve customers’ problems and/or that any open issues have been resolved.
  • Fills out contract forms, prepares change of address records, collects emergency information (including responders), and issues discontinuance orders.
  • Handle inbound Customer Service calls from CS queue.
  • Confer with customers by telephone to provide additional information about products or services, modify orders, cancel accounts, or obtain details of complaints.
  • Documents complaints concerning billing or service rendered, referring complaints to designated departments for investigation.
  • Maintain superior knowledge of MobileHelp products, services, shipping and billing practices to ensure that information communicated to the customer is accurate and complete.
  • Hours: 4 Weekday shifts (to be determined by leadership) either 10:00 am – 7:00 pm or 11:00 am – 8:00 pm and Saturdays 9:00 am – 6:00 pm (possible rotation)
  • Must have a quiet, stable place to work with reliable “hard-wired” internet (no wireless) – equipment will be provided
  • 2+ years high volume customer service call center experience is a requirement 
  • Candidate must be available to attend the first 30 days of training (M-F 9:00 – 6:00) 

Supervisory Responsibilities 

This job has no supervisory responsibilities.

What MobileHelp Offers:

  • Bonus & Incentive Opportunities
  • Coaching Sessions (weekly/monthly) with Supervisors and Managers
  • Monthly training sessions/Lunch and Learns with peers and Supervisors
  • Health, Dental & Vision Benefits
  • 401(k) Plan (with match)
  • Company-Paid Basic Life, Short & Long-term disabilities
  • Holiday/Paid Time Off …. and much more!!!!

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience 

Associate’s degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills 

Fluency of the English language is required.

 

Computer Skills 

To perform this job successfully, an individual should have knowledge of CRM Software; Internet Explorer, Microsoft Outlook, Excel, Word.

 

Other Qualifications 

Type 60 WPM

Ability to work in shifts/weekends/flexible hours

Must have a quiet, stable place to work with reliable “hard-wired” internet (no wireless) – equipment will be provided

2+ years high volume customer service call center experience is a requirement 

 

Physical Demands 

 

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

How to Apply

Please apply directly on our careers page: https://www.mobilehelp.com/pages/careers  

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: call center, hero, and  customer service. Salaries: 20,000 - 40,000.

Job expires in 7 days.

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