****This job is an International Corporate Contract position.  Applicants must be located outside of the United States.

JOB DESCRIPTION

Position: Customer Service Representative I Status: Contract

Supervisor’s Title: Call Center Team Lead Date

Primary Goal: The Customer Service Representative I facilitates intake calls and requests ranging from on-demand to scheduled language services for our flagship customers. This role is responsible for creating a best-in-class customer experience by consistently delivering clear, efficient and valuable support to callers. 

Responsibilities: 

Facilitate intake calls via video and audio, providing customer service and support to callers and triaging and routing them accordingly

Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews

Log and track both calls and scheduling requests while servicing clients by typing notes into our proprietary system

Provide exceptional client service experiences 

Address opportunities to maintain and improve business relationships with clients

Other duties as assigned

Required Minimum Education and Experience:

High School Diploma or equivalent

Strong customer service skills and a positive attitude 

Must have reliable high-speed internet with sufficient bandwidth

Experience with call center software and scheduling tools 

Comfortable in a dynamic, fast-paced, and multi-line call center environment 

Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel

Experience with Google Docs and Apple/Mac Operating System preferred

Additional Preferred Requirements:

Ability to work independently in a decentralized environment, without the reliance on direct authority

Highest level of personal and professional integrity and ethics

Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel

Broad understanding of current and emerging technology practices

High level of initiative, accountability, and follow-through

Value strong teamwork and collaboration skills

Demonstrated problem solving and decision-making skills;

Ability to manage multiple initiatives and projects and prioritize needs

Ability to work in a private, dedicated workspace in order to comply with HIPAA regulations 

Strong sense of service and passion for the company and business

Authorized to legally work for any employer in the United States

Willingness to submit to any requested background checks

Fluent in English

GLOBO Foundations Core Competencies: GLOBO has created a roadmap to success outlining the key KSA’s and competencies in each job band. To perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.

Drive Results—Takes accountability for individual outcomes - good or bad. Prioritizes work to support Company rocks.

Communicate Effectively - Asks questions to ensure understanding. Listens with intent to understand.

Developing Self and Others - Expands self-awareness and is open to feedback. Takes ownership/Seek opportunities of learning, career growth, and development.

Growth-Focused -Develops a growth mindset by keeping an open mind during change. Seeks opportunities to move out of comfort zone.

Customer Centricity -Consistently provides excellent customer service. Actively gathers and leverages information to understand current and emerging customer priorities, problems, expectations, and needs - present proposed solutions within area of responsibility

Supervisory Responsibilities: This position does not have direct supervisory responsibilities.

Work Environment: This position predominantly operates in a remote/home office environment. This role routinely uses standard office equipment such as computers and phones, and requires talking on the phone, typing, and reading call log notes. While performing the duties of this job, the employee may be required to stand up or to sit for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee may be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus. 

Persons with mental or physical disabilities as defined by the Americans With Disabilities Act are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.

Employee Acknowledgement I have read the above job description and I understand and accept the responsibilities and requirements for this position. I also understand and agree that such requirements may be amended and/or adjusted at any time and that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.