Customer Service Agent
YOUR MISSION: Continue to be the Leading Mobility Assistance Network by Providing world-class, white glove customer service to all the specialty queue partners in the U.S. and Canada. We want to be Simple, Clear and Concise.
Our culture is fueled by a passion to inspire brilliance within our people. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths created a team capable of delivering exceptional service to our customers.
YOUR LEGACY: You are bringing your passion for helping others to a best-in-class organization that is delivering white glove service to our customers. You always go above and beyond to help get the customer back on the road. Your team is always able to rely on you to keep up with the fast-paced environment and achieve your goals. The result? You helped Urgently become the world’s leading mobility assistance company.
WHAT YOU’LL BE RESPONSIBLE FOR:
Process both inbound and outbound calls from customer and service providers within a fast-paced, structured, goal-oriented call center environment.
Manage challenging customer situations while maintaining a positive, empathetic, and consultative approach towards the customer during their time of need.
As a roadside assistance agent, you will demonstrate concern for customer safety and effectively diffuse high-tension situations.
Create clear and thorough notes that detail every step of the process in each customer’s case.
Being a roadside assistance expert:
Offer the best solutions for customers based on their policy/coverage.
Find creative ways to improve a roadside experience based on their coverage: offer Ubers/Taxis, locate a customer on a highway, schedule a service request, etc.
Maintaining an environment conducive to handling phone calls without disruption (quiet and secure environment)
Quality Assurance
QA score of 90% or higher
Average Handle time of 8 minutes
1 min 30 sec ACW
Job Management metrics:
Average Handle Time of 4 minutes or less
1 min and 30 sec ACW
You have the ability to complete any and all assigned tasks within the deadline including training.
You will build a strong knowledge of the partner, and your goal is to create the best customer experience on the phone and through your direct communication with our clients.
WHO YOU ARE:
Technical Requirement:
In order for our applications to function properly, you must have an internet speed that is at minimum 15 MBPS download and 10 MBPS upload.
Requirements:
Technology proficiency includes typing, navigating web resources, utilization of google products, etc.
High degree of comfort with complex technical environments
You are a problem solver, and you think outside the box for the best possible solution to get our customers safely back on the road.
You have at least 2 years of experience working on a inbound and outbound customer call center team, specifically in a remote environment.
You are able to quickly assess situations and make informed decisions when faced with unexpected challenges
Communicate with customers professionally and empathetically, gathering essential information, addressing customers inquiries, provide reassurance and meet their needs
Review jobs to ensure accuracy and quality of service up until completion
Strong sense of urgency for taking alerts and managing cases thoroughly. You have exceptional attention to detail and stellar organizational skills. With you, nothing slips through the cracks.
Superb communication skills both verbally and written.
You are able to work nights, weekends, and holidays.
You are punctual, always on time and ready to assist wherever help is needed
A desire to deal with difficult situations because you love helping people solve problems. You are the kind of person that looks for challenges instead of steering away from them. Where others see problems and complain, you figure out a better way.
You are able to pivot on a dime and adapt to ever-changing environments.
A growth mindset - one that is focused on learning and has a glass half full view of the world.
You are able to accurately record all job- related information
THE NITTY GRITTY:
Location = Great news! This position is remote and you have the option of working from anywhere in the U.S.! Successful candidates for this position must be located outside of California. It is also our expectation that all work for this position will be conducted outside of the state as well.
Manager = You’ll report to Customer Service Supervisor
Compensation = The starting base rate for this position is $17.00 per/hour. Individual pay is determined by job-related skills, experience, and relevant education or training.
Benefits = At Urgently, we have awesome benefits! We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service. We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that. Free money!
OUR FAIR HIRING PRACTICES:
At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications.
We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law.
You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process
For more information visit www.geturgently.com