15 Service and Support Representatives

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Title:  15 Service and Support Representatives
Location:  Fredericksburg, VA
Job Type:  Contract
Compensation:  $12.00 to $12.00 per Hour

Description:  Service and Support Representatives are needed for a client in Fredericksburg, VA. The start date is 07/18/2011 with an end date of 04/18/2012. These are possible contract-to-hire opportunities! A background check is required; BUT a credit check is not required! Hours of Business: 7:00am-8:00pm EST (each candidate should be able to flex between these hours of business). If selected; you must be able and willing to work December through mid February. You will be providing outstanding service to our client's customers. You will be directly assisting customers handle a mission-critical task by ensuring the customer's 'Online Payroll' experience, particularly at the time of set-up, is easy, accurate, and complete. Specifically, you will be responsible for assisting customers providing product support and general payroll support, primarily by telephone; at times through email, Web inquiries, or text chat. This includes but is not limited to:
  • Answering customer inquiries about the status of their electronic service enrollments
  • Assisting customers with site navigation, what our client supports, and an account set-up review
  • Fulfilling service requests such as account reactivation and billing is expected
  • Providing technical support for our client's Web-based payroll solution including PDF issues and browser configuration is expected
  • Capturing summary of customer support provided in a ticket tracking database
  • Accessing and utilizing available resources to support the customer
  • Ensuring customers are delighted and have a good experience of their 'Online Payroll'
  • Sharing feedback to improve the customer experience
Requirements:  Service and Support Representative Qualifications:
  • Two or more years of experience in a call center environment are required
  • Must be self-motivated, self-directed, and enjoy being of service
  • Must be extremely detail-oriented and put a high value on accuracy, organization and completeness of work
  • Must be Internet savvy and familiar with personal computer technology
  • Is comfortable supporting a Web-based service / product
  • Must possess outstanding written and verbal communication skills
  • Must be able to efficiently and effectively deliver succinct, direct assistance to prospects and customers on a wide range of topics via chat, telephone, or email
  • Understand customer needs, identify root causes of problems, and develop and implement creative and pragmatic solutions
  • Is responsive and empathetic to customer needs
  • Is coachable and receptive to feedback from management and peers
  • Thrives in a fast-paced, high volume environment
  • Can keep pace in an improvement-oriented, ongoing-learning work environment
  • Demonstrate the ability to manage multiple tasks at once
  • Adapt easily and quickly to change; change in product and direct management reporting
  • Has 2 or more years of experience in high touch customer related field or in a call center environment
  • QuickBooks knowledge and experience
  • Payroll knowledge and experience
  • Accounting background or exposure
  • LivePerson (Chat) experience
Visit link to apply for position.


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