Note: We are mostly hiring outside of the US, with compensation of $1,700–$2,500 per month based on experience.
TO APPLY, email your resume to the address below and include the following:
- Go to www.communityphone.org/, then record a 30-second screencast explaining what we do. Download free software from www.loom.com/ to capture your voice, video, and screen, and submit the Loom link to your screencast with your application.
- Read the paragraphs on the website (takes about 5 minutes) https://www.joshua.energy/enneagram, and include your results (your type, e.g., type 1, type 2, etc.) in your application.
- Describe an instance where you made a subtle change within your team that led to a significant improvement in the agents’ KPIs.
About You:
You are dependable and self-driven, with a genuine passion for customer service. You stay calm under pressure and are skilled at quickly building rapport by phone with (mostly) senior citizens.
You want to grow with the Community Phone team, with plenty of opportunities to advance as you prove yourself. You’re excited to work at a fast-growing startup—where things change quickly—and you can adapt.
You are observant and detail-oriented, with strong written and verbal communication skills.
You move quickly, take initiative, and lead from the ground up. You are a leader who also enjoys working as part of a team.
People who know you would say you’re obsessed with “finding a better way.” You continually look for ways to improve efficiency and enhance the customer experience. You work with a “we’re the they” mindset and are always ready to help.
Qualifications:
· 5+ years of experience in Customer Support, ideally technical support
· 2+ years of experience leading a customer-facing team is preferred
· Demonstrated excellent customer service skills through both verbal and written communication
· Strong ability to multitask while following up effectively
· Ability to prioritize, execute, and meet deadlines
· Friendly, motivating personality
· Zendesk experience preferred
· Chargebee experience preferred
· 2+ years of experience leading a customer-facing team is preferred
· Demonstrated excellent customer service skills through both verbal and written communication
· Strong ability to multitask while following up effectively
· Ability to prioritize, execute, and meet deadlines
· Friendly, motivating personality
· Zendesk experience preferred
· Chargebee experience preferred
What you’ll be responsible for:
· Manage ticket queues and schedule ticket assignments
· Manage call queues, monitor wait times, and track call-back response times
· Monitor agent KPIs (ASA, AHT, and ACW)
· Serve as a subject matter expert
· Analyze call, ticket, and chat data and prepare reports as needed
· Employee scheduling
· Provide routine performance feedback and evaluations
· Maintain and update agent training to exceed customer expectations and maximize FCR
· Handle customer escalations
· Enforce, maintain, and improve SOPs
· Ongoing coaching for agents
· Manage upselling targets
· Work to proactively meet SLAs
· Maintain employee engagement
· Partner closely with the director to ensure high-quality service is maintained
· Other duties as assigned
· Manage call queues, monitor wait times, and track call-back response times
· Monitor agent KPIs (ASA, AHT, and ACW)
· Serve as a subject matter expert
· Analyze call, ticket, and chat data and prepare reports as needed
· Employee scheduling
· Provide routine performance feedback and evaluations
· Maintain and update agent training to exceed customer expectations and maximize FCR
· Handle customer escalations
· Enforce, maintain, and improve SOPs
· Ongoing coaching for agents
· Manage upselling targets
· Work to proactively meet SLAs
· Maintain employee engagement
· Partner closely with the director to ensure high-quality service is maintained
· Other duties as assigned
Shifts:
– We offer shifts starting at 40 hours per week, and we are currently open from 10:00 AM Eastern Time to 7:00 PM Eastern Time, Monday through Sunday. Note: This will expand in the future from 9:00 AM Eastern Time to 9:00 PM Eastern Time.
Apply info ->
To apply for this job, please email your details to this address
