Alabama, Michigan, Louisiana, Nebraska, Missouri, Wisconsin, South Carolina, Kentucky,Tennessee,Illinois, Virginia, Georgia, Minnesota, Iowa, Oregon,Washington,
North Carolina, Arkansas, Oklahoma, Utah, Texas,Nevada, Arizona, Idaho, Florida,.West Virginia, Ohio, New Mexico, New Hampshire,Kansas, Connecticut,California,Massachusetts
New Jersey, New York.
join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity, and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Read employee reviews here.
Position Purpose: The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates. Job Requirements: • Monitor/audit each assigned associate in accordance with Everise and client requirements • Work with supervisors and management to ensure that all associates are meeting quality standards • Provide training as needed to both new hires and experienced associates • Attend and contribute to both internal and client calibration sessions • Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) • Any other duties and responsibilities assigned by the of management of the company Qualifications: • At least 1-year customer service and/or sales experience, preferably in a call center environment • High school diploma or equivalent required. Some college preferred • Proficiency in Microsoft Office applications, especially MS Word and Excel • Excellent oral and written communication skills • Detailed-oriented • Analytical skills • Exceptional motivational and interpersonal skills • Able to work independently • Flexible Schedule • Dependability regarding completion of assignments and attendance • Ability to pass a drug screen and background check
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Position Purpose: The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates. Job Requirements: • Monitor/audit each assigned associate in accordance with Everise and client requirements • Work with supervisors and management to ensure that all associates are meeting quality standards • Provide training as needed to both new hires and experienced associates • Attend and contribute to both internal and client calibration sessions • Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) • Any other duties and responsibilities assigned by the management of the company Qualifications: • At least 1-year of customer service and/or sales experience, preferably in a call center environment • High school diploma or equivalent required. Some college preferred • Proficiency in Microsoft Office applications, especially MS Word and Excel • Excellent oral and written communication skills • Detailed-oriented • Analytical skills • Exceptional motivational and interpersonal skills • Able to work independently • Flexible Schedule • Dependability regarding completion of assignments and attendance • Ability to pass a drug screen and background check
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Position Purpose: The Manager - Operations is responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high performance teams of customer care representatives. The Manager’s role is that of coach while holding the team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client. The Manager also has significant client facing interaction. Job Requirements: • Monitor, track and evaluate supervisor performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to supervisors to ensure all client deliverables are met and Everise standards are adhered to • Be a regular presence on the production floor and actively interact with supervisors and associates to ensure that they are engaged in productive work and systems are functioning properly • Ensure that underperforming supervisors and associates meet client expectations through the creation and implementation of written action plans • Responsible for upward and downward communication both internally and as required to the client • Interact as needed with other functional areas including Human Resources, Talent Acquisition, Marketing and Information Technology • Participate in associate and supervisor selection and interviewing process • Responsible for documentation and separation of employment • Interact with clients demonstrating engaged leadership and detail orientation • Responsible for creation and implementation of incentive programs • Constantly drive process improvement and implement new processes Qualifications: • Bachelor’s degree in related field from a four-year college or university or five years leadership experience preferably in a call center environment or equivalent combination of education and experience • Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint, and Outlook • Excellent oral and written communication skills • Strong organizational and interpersonal skills • Schedule flexibility • Analytical and problem-solving skills • Strong ability to multitask • Ability to function in a fast-paced environment • Dependability regarding completion of assignments and attendance If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Job Summary: The Nest Tier 3 is a Device & Services Customer Care (DSCC) department handling written escalations from Nest Tier 2 Technical Support, focusing on quality data collection for support issues, performing failure analysis on the client products, analyzing device logs, and executing special projects provided by the client. The goal of this team is to provide a higher level of feedback and collaboration to the client Product Engineering and Product Quality teams, to identify potential product issues for DSCC, and to improve the support process for the client and customers.
Job Responsibilities: Tier 3 agents are responsible for understanding the root causes driving both technical and non-technical support questions from the clients customers and agents. Tier 3 agents should be able to think critically while creating clear and comprehensive written documentation for each support escalation. Another program within this team focuses on increasing the quality of data collected from customers when they have a support issue. The goal is to provide a higher level of feedback to the client’s Product Quality (PQ) Operations, Program Management, and other teams and to investigate product improvements that will decrease the rate of support drivers as well as ensure a better product experience for future customers. Since high quality data defines this purpose, this quality analysis program takes an analytical approach when investigating a customer’s issue. The insights collected from this quality program are communicated to some of the most influential people and represent the voice of the customer in a way that helps the client make its products even better. This quality program is responsible for understanding the root causes that drive both technical and non-technical support questions from the client customers. T3 agents should be able to think critically about a customer’s product and brand experience while gathering extensive details about the events and circumstances that led up to that experience. This data is shared with the PQ and other teams who rely on the information to improve the reliability and usability of our products and services. This facilitates a deeper understanding of the customer’s overall experience.
What you’ll need
Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
Understanding of Windows, Mac OS, iOS, and Android environments
Capacity to locate and easily comprehend all Support articles
Great attendance record with no history of NCNS (No Call No Show) within the last 90 days
Must not currently be on a documented coaching plan or warning
Customer service experience
Superior positioning skills
Excellent attention to detail
Demonstrated problem-solving expertise
Who you are
Highly self-motivated
An excellent written communicator
An independent self-starter
A skilled time manager and organizer of priorities
An expert positioner with great customer service skills
Inquisitive and curious
Highly self-motivated
Able to shift focus quickly
An excellent verbal and written communicator
A lover of logic puzzles
What you’ll do
Handle all Legacy Nest products, including Cameras, Nest Aware, Displays, Energy (Nest Learning Thermostat, etc), Nest App, Account Migration, Protect, Security (Security and Lock), and any newly released products and services
Handle cases originating from both telephone and email queues, addressing both hardware- and software-related issues
Maintain ownership of cases through internal resolution, providing feedback through Tier 2 for customer resolution
Multitask through different systems while troubleshooting
Escalate appropriate issues by creating bug tickets and using appropriate tools [Example: Engineering, Legal, Safety Review, etc.]
Evaluate and take action on requests for exceptions to Google Nest support policies
Act as the liaison between Tier 2 and Nest internal departments, providing support and resolution for the technical agent
Effectively coordinate solutions and recommendations to resolve customer issues outside of Tier 2’s scope
Proactively identify ways to avoid recurring issues by recommending new and updated processes and technical articles
Responsible for responding to all cases within 24 hours of case escalation
Demonstrate a superior ability to analyze cases, distill complex data, and resolve technical issues
Probe into unknown details related to Nest products, related third party products, processes, and customer experiences, documenting all relevant details and outcomes
Attempt to physically replicate potential emerging issues and trends in order to better understand product behavior
Collaborate on and execute special projects appropriately assigned within scope by Google Nest and Everise, including but not limited to support and escalation analytics and improvement, identifying trends within the support environment and with third party products, assisting in shaping policy through the knowledge base, etc.
Perform failure analysis on Nest products to help determine action on reimbursement requests
Communicate coaching and feedback for Tier 2 via reporting and/or Tier 2 team meeting attendance
Analyze device logs for greater insight into support cases
Approve or deny reimbursement requests from Tier 2
Participate in data analysis efforts that seek to qualify key support issues and help to quantify their impact within large samples
Provide clear and appropriately concise notes
Investigate, isolate, and methodically troubleshoot user support issues for any/all products, addressing hardware, software, services, and non-technical issues
Other duties and responsibilities assigned by the management of the company
Weekend shifts will be required
Background
Previous experience handling high-level technical issues within a call center environment
A minimum of 90 days of Nest Tier 2 support experience
Google Suite experience preferred, including Google sheets expertise
What you'll be doing:
Effectively explain technical information to users of all levels
Respond to customer requests; replicate & troubleshoot any issues
Provide feedback to product and engineering teams, resulting in a better customer experience
Provide excellent customer service, including maintaining focus on the client’s issue in a fast-paced environment
Analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions related to software or hardware
Effectively communicate with customers while documenting conversations, exchanges, or sessions into multiple systems
Demonstrate interpersonal skills with a diverse customer base
Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
Demonstrate conflict resolution, negotiation, and de-escalation skills
Resolve unique hardwiring inquiries within various Ring products
Successfully consult with our client to uncover additional product needs
What you'll need:
Maintain regular and reliable attendance, including the daily schedule as assigned
Be flexible with the work schedule; may be expected to work weekends, holidays and evenings
Ability to work overtime as required by the business, most often occurring in the weeks surrounding the holiday seasons
A minimum of one year in a customer service role
One to two years of technical customer service preferred
Qualified candidates will be comfortable in a multi-tasking, high-energy environment; They will be creative and analytical problem solvers with a passion for excellent customer service
Our unique approach means we’re looking for unique people. The foundation of our business is built on transparency, collaboration, and a deep desire to make things better. So, if you’re ready to join a team of smart, highly motivated individuals, and this feels like this position is a good fit, please apply! We can’t wait to hear from you.
In this role you will take your exemplary customer service skills, patience, understanding, and compassion to answer inbound phone calls for our clients' members. You will answer questions related to their healthcare benefits. We offer the opportunity for you to earn additional cash incentives for reaching your goals in addition to your base pay. We also offer medical, dental, vision, and 401K benefits as well as earned PTO. If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Job Requirements: • Professionally handle a high volume of incoming calls • Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services • Ability to utilize and navigate multiple systems simultaneously • Be dependable and meet all attendance requirements • Resolve customer issues via one call resolution guidelines and/or escalated process • Meet or exceed company and client performance metrics • Maintain a balance between company policy and client benefit in decision making • Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers • Responsible for call disposition or compiling and documenting customer information as required • Ability to accept and embrace changes within the current business environment Qualifications: • Ability to pass a drug screen and background check • Dedicated area to work from in your home • Internet speed requirement of 20 Mb/s for download speeds and 10 Mb/s for upload speeds (Wireless access is not permitted) • Demonstrated passion for excellence with respect to treating and caring for customers, especially senior citizens • Strong decision making and analytical abilities • Ability to identify customer needs and clearly articulate products and services • Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime • Highly developed sense of integrity and commitment to customer satisfaction • Meet all attendance and dependability requirements • Be a team player System Requirements for Work At Home: The employee is responsible for purchasing/using their own equipment per specifications below: • Flat screen 21” monitor • Wired Ethernet connection (No WIFI) Everise will provide all other needed equipment
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Comments