Job Summary:
Shift: Monday through Friday 9:30 AM – 6 PM ET or local time zone equivalent. Flexibility to work an occasional weekend day (a few times per year) may be required, with advance notice provided. A weekday off would be provided within the same workweek.
60-Day Training Period: Monday through Friday, 9:00 AM–5:30 PM ET or local time zone equivalent. During this time, our full-time Training team will support you as you learn the role.
Why Customer Solutions?
Here in Customer Solutions, you won’t be handed a script. We trust our team to handle customer situations that require investigation, creative problem solving, thinking outside the box, and ownership. You’ll work across multiple systems, resources, and departments to understand what happened, identify the best available solution, and communicate it clearly to our customers. You’ll build strong judgement, learn how to solve complex problems, and be trusted to own decisions with support and coaching.
Culture is important to us, so we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day.
You’ll thrive here if:
- You enjoy solving problems where the answer is not immediately clear
- You can balance customer needs, business impact, and best practices
- You are confident making decisions and explaining your reasoning
- You stay calm and constructive when customers are frustrated or situations are multi-layered
- You are a life-long learner who enjoys the opportunity to consistently learn and grow
- You can work independently in a remote environment while still collaborating often via video calls and team chats
This role may not be the right fit if you are looking for a traditional call center role with highly scripted work, simple transaction handling, or where the majority of customer issues have a clear policy in place to work through. Our team often works in the gray, using the context of each customer’s situation to find the best path forward.
What You Will Need:
- Strong verbal and written communication skills, with conversational fluency in English.
- Experience using Office 365, Windows systems, internet-based tools, and multiple software platforms.
- Minimum typing speed of 40 words per minute.
- Reliable high-speed internet of at least 75 Mbps download and 10 Mbps upload.
- A quiet, professional, distraction-free workspace with room for company-provided equipment.
- A valid physical address for equipment delivery; PO boxes are not supported.
- Ability to connect with teammates through chat, webcam, video meetings, and other remote collaboration tools.
- Ability to work the required training schedule, standard schedule, and occasional weekend rotation.
- Legal residence in an approved hiring state and W-2 employment eligibility.
This role does not require a degree. We value relevant skills, experience, growth mindset, and alignment with our core values above all else.
