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Remote* Customer Experience & Operations Assistant ID-16865


We are a small, growing company that fosters remote, independent work while maintaining a "tight knit" environment. We are looking for the right person to fit into our team and grow with us.

An innovative online contractor training company, we have a solid reputation in the industry for offering state of the art training

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solutions and quickly adapting to changes in industry training needs.


Job Description


Innovative online contractor training company is seeking a motivated self-starter to join our small, friendly, and fun team! Enjoy the work-from-home life with this dynamic opportunity. In this role, you’ll be ensuring every aspect of the customer experience is a positive one - from phone calls, to email inquiries, to the learning experience itself. Additionally, you’ll be assisting with day-to-day operations, including administrative support, processing reports, and some light accounts receivable/payable work.

The right person for this position is an intelligent professional who thrives in a fast-paced, dynamic work environment. Someone who craves the excitement of multitasking and learning new things will flourish in this role. We are a very small, tight-knit company that believes in giving each employee the opportunity to work independently and manage his or her own responsibilities.


*Ideal candidate resides in Massachusetts and is available to proctor an in-person classroom training approx. one Saturday per month.*


Qualifications


Requirements:

  • Reliable strong internet connection

  • Quiet work environment suitable for talking on the phone with customers

  • Functional office setup with working, up-to-date computer. We may be able to provide a computer if needed.

  • We will provide you with a phone, which can connect directly to your modem/router. Phone line not necessary.

 


Experience/Skills:

  • Customer service experience

  • Proficiency with Excel/Google Sheets and Word/Google Docs.

  • Excellent writing skills

  • Attention to detail and ability to multitask. Ability to juggle multiple projects with consistent accuracy.

  • Reliable

  • Organized

  • Self-starter

  • Motivated

  • Independent worker

  • Excellent phone and people skills, including listening, problem solving, and conflict resolution

  • Ability to prioritize projects


Additional Information


Job Responsibilities:

  • Answer all incoming calls. Provide exceptional customer service to callers by answering questions about services/products, and offering basic technical support

  • Process orders and collect customer information over the phone and update their online accounts

  • Respond to email inquiries in a timely manner

  • Administrative support

  • Process Excel files / Google Sheets files in accordance with specific weekly, monthly, or quarterly tasks. These include generating reports related to course completions, sales, payments received, and licensee data.

  • Conduct a handful of outgoing calls each week to customers who are missing information from their profiles

  • Complete updates to curriculum, including formatting and adding images/audio to slides. Review course content to check for grammatical/spelling errors, and general room for improvement.

  • Light Accounts Receivable and Accounts Payable tasks, including emailing invoices, approving check orders, following up on outstanding invoices, and applying checks.

  • Availability for an occasional Saturday (approx. 1/month) in-person to help facilitate a classroom training (taking attendance and answering questions). *Additional pay for these days: $250 for roughly 6 hrs.*

  • Additional tasks or projects as identified.

 


Hours:

Monday through Friday, 8:00a-5:00p. Work from home in your home office.

The ideal candidate will be available in-person for an occasional Saturday classroom session (approx. once per month). *Additional pay, including travel expenses, for these days.* Locations may vary, but will primarily be in Taunton, MA.

 


Pay:

$18/hr. plus quarterly performance bonuses totaling up to $1,000.00

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2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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