Job Title: Customer Service Associate I

Job Location: 100% Remote

Job Duration: 4 Months Contract

Pay Rate: $12.00/hr to $15.00/hr

Daily Schedule:

• 40 hours
• Work holidays? potentially
• Schedule: sun – wed or wed – sat, hours yet to be determined, overnight shift or day shift.
• Would need flexibility to work any shift.

Job Description:

• The ideal Candidate will demonstrate the ability to work independently with the utmost of professionalism, integrity, and dependability.
• S/he will be confident and organized and will know when and how to reach out for assistance.
• Candidate has a bias for action and is strongly self-motivated not only to take great care of our customers, but also to proactively identify systemic issues that need to be resolved to prevent future customer concerns (candidate don’t pass the buck when it comes to customer issues).
• Finally, an candidate is supremely internet savvy and has high technical aptitude when it comes to online tools and research.
• Previous call center experience – customer service related

Basic Qualifications:

• Confidence in working with upper level management on a regular basis
• Ability to communicate professionally – with maturity and self confidence
• Over-achiever success in customer obsession, learning fast, problem solving, and collaboration/teamwork
• Strong familiarity with online shopping and research
• Ability to successfully complete pre-employment assessment and criminal background check
• Excellent computer skills; strong familiarity with MS Office, email, chat, and the Internet
• High School Diploma or equivalent

Preferred Qualifications

• College degree
• 1+ years' experience as a customer service professional (Face to face interaction and/or call center experience preferred)
• If has former call center experience would be a plus.

Justification for Request: 

• To help support new launches and Whole Foods test pilot.
• AMOC will be adjusting to only hiring five blue badge employees in the States and the remaining reqs will be moved to Costa Rica.

Work that will not get completed without this resource(s):   

• Client's Maintenance Operations Center will not be able to support the Whole Foods test pilot and will struggle with scaling with Quick Commerce, RSR, and SSD refrigeration.

Tell me more about what your business group does.

• The mission of the Client's Maintenance Operations Center is to provide 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for any Client business unit that does not have onsite maintenance personnel.
• This team provides maintenance structure to quickly grow and scale specialty business units while providing simple, one-stop resolution for operations and store managers across the globe: 1 phone number and/or 1 Remedy Trouble Ticket to resolve facilities maintenance issues impacting customers.
• The team is responsible for full cycle incident management to include communications, vendor dispatch, and PO management.
• We are also responsible for monitoring refrigeration assets and technologies through tools currently available.
• Finally, this team is responsible for vendor management to include PO requisitions and issuance to vendors as well as work order and Remedy trouble ticket management.

What will be the contractors level of interaction with the team?

• Collaboration with teammates but would also need to operate independently at times. Has POC for help if needed.

Selling point:

• Great team culture, potential for OT, FTEs are long tenured employees speaking to the culture. Work-life balance.

Leadership Principle ’s:

• Bias for action, ownership, customer obsession

KPI’s:

• Trouble tickets worked, response time

Number and Type of Interviews:

• Interview w/ leadership team, chime/zoom video interview

Extra Interview Prep for Candidate:

• STAR Format, Leadership Principle's

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.