VIPdesk Connect currently hires in the following 18 states: AZ, CO, FL, GA, IL, IN, MD, NC, NJ, NY, NM, NV, OH, TN, TX, UT, VA, and WI. $18.00 - $22.00 per hour.
Who We Are
At VIPdesk, we believe brand loyalty is built with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we’ve built a culture that cares. It’s why our team knows how to connect with customers, human to human.
At VIPdesk, we believe in creating a supportive workplace where we listen to one another, where all feel comfortable sharing ideas, where we work together to achieve our goals, and share in the celebration of our successes. We believe that positive energy leads to team member innovation, creativity, and above all, happiness.
The Director of Client Services also provides overall leadership to the Service Delivery Team; which is comprised of an Assistant Service Delivery.
The Director of Client Services is responsible for managing the program budget and financial health including revenue, staffed hours, gross margin (GM), etc.
Client Partnership
Fosters positive, open, transparent, and proactive Client relationships
Develops and executes program strategies and objectives and agreement requirements
Drives overall program success metrics including KPIs, OKRs, and Quality results
Leads client communications, as well as internal execution of Client program information
Has a deep understanding of the Client’s business, industry, and competitive landscape and develops Client programs to enhance the Client’s brand objectives
Prepares monthly executive summary reports including strategic analysis for Clients
Coordinates and assists with the preparation of Quarterly Business Reviews (QBR)
Leads meetings, including presentations at QBRs
Creates an effective process and information flow between the Client and other internal departments
Partners with Sales & Marketing on new business opportunities developing SOW requirements and managing the implementation of new SOWs
Manages the client staffing plans and partners with WFM and Recruiting to ensure staffing needs are met
Leadership
Provides daily leadership and support for the customer care operation team (Success Leaders) and provides coaching and leadership development
Assists in creating metrics-based methodology which aids in measuring, meeting, and exceeding contract requirements
Establishes expectations for performance measurement in a quantifiable format, including the outline of goals, duties, and expectations
Works with the Success Leaders and Assistant Service Delivery Manager on proper coaching techniques, as well as performance improvement plans
Partners with WFM team to achieve program staffing objectives
Operations Administration
Assists the VP of Service Delivery with financial oversight of all respective programs
Analyzes and provides Clients and the Executive Team with performance metrics daily/weekly/monthly, as well as corresponding action plans/initiatives required to ensure our service is constantly improving
Leads the development of processes and procedures for the program, including the centralization of all documentation
Leads process improvement initiatives
Monitors performance initiatives for both Clients and internal teams
Develops and maintains Client communication plans
Oversees contractual compliance and works with the team to ensure renewal and growth
Reviews program service level standards to ensure compliance
Manages and develops managers in their overall service delivery and has primary responsibility for program performance
Required Skills and Knowledge
Bachelor’s Degree or equivalent experience
Experience managing P&L of 5M revenue a year is required
Prior omnichannel contact center experience required; virtual preferred
Excellence in Microsoft Office, Excel
PPT creation and editing skills
Exceptional verbal communication and written communication skills
Required Competencies
Leadership and people development skills
Highly energetic with excellent rapport-building skills
Creative thinking and problem solving
Ability to communicate and write strategic insights and prepare analysis
Excellent project management and problem-solving skills
Excellent diplomatic and negotiation skills
Proactive nature
Highly self-motivated and able to effectively manage team members as well as multiple tasks
Detail-oriented
Able to find workable solutions while dealing with multiple constituents and conflicting objectives
Able to work independently towards the company and departmental objectives, meet deadlines, and report to management team and Client
Required Work Experience
8+ years of experience in program management, account services, and interfacing with clients and senior management
Prior Client management experience required
Required Qualifications
Able to successfully pass a credit, criminal, and employment reference security check
Travel / Rotation Requirements
Available after hours and for business travel, estimated (travel for each client 3 times per year)
Remote (Spanish/English) Currently reside in AZ, CO, FL, GA, IL, IN, MD, NC, NJ, NM, NV, OH, TN, TX, UT, VA, or WI
The Remote Technical Customer Care Representative provides general customer service including order placement, order tracking, warranty returns, and product advice with a thoughtful, friendly, and empathetic tone. The position also troubleshoots and resolves customer issues including Wi-Fi connectivity, device setup, app setup, and configuration. The team member takes ownership of customer issues and follows through to solve problems while exercising patience and willingness to provide assistance for simple and complex inquiries with positive energy. This is a remote, work-at-home employment position.
Qualities of Team Members:
Are you a Dynamic Communicators?– The voice of our client, team members provide responsive, accurate, and authentic interactions.
While resolving technical issues, they simplify the complex, breaking it down to make it understandable to those less tech-savvy—and maybe even sleep deprived.
Empathetic – Our team members know how a message is conveyed is equally important as what is said. By putting themselves in a new parent’s shoes, they focus on the customer’s experience and connect, human-to-human.
Knowledgeable –Team Members are constantly working on improving skills. When new products are released and apps are updated, we enthusiastically learn how to support new features, functions, and integrations to confidently resolve customer issues. No matter what the issue, no matter how complex, we are problem solvers who welcome and lean into challenges.
Essential Duties and Responsibilities include the following. Other responsibilities may be assigned.
Creates positive customer touchpoints using a friendly, respectful, and professional tone while exhibiting genuine empathy
Accurately follows and complies with all client’s Health and Safety Policies
Maintains discretion and confidentiality in all areas pertaining to data and proprietary information
Provides customer assistance with device installation and app setup and configuration on both iOS and Android platforms
Applies high-quality customer service guidelines, policies, and procedures
Assess customer problems, troubleshoot, and confidently remedy issues including network connectivity and device configuration
Escalates critical support issues following appropriate policies and procedures
Retains and conveys deep knowledge and benefits of products and troubleshooting techniques
Embraces the commitment to customer service and nourishes brand loyalty
Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, sales)
QUALIFICATIONS:
Bilingual (Fluency) in Spanish and English
HS degree or equivalent required. Associate degree or some college preferred
2+ years customer service experience required, experience in a virtual contact center a plus
6+ months experience with problem-solving and complex troubleshooting in technical support or online Help Desk role
Experience with troubleshooting apps on both iOS and Android platforms preferred
Committed to providing excellent customer service and an elevated customer experience
Ability to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goals
Excellent interpersonal skills; strong oral and written communication skills
Polite, friendly, warm, and courteous phone demeanor
Flexible, adaptable, and willing to take on new challenges
Microsoft Office proficiency required
Able to type at least 35 words per minute with minimal errors
Technically savvy with the ability to pick up new technology, processes, and procedures quickly
Strong comfort level and familiarity with desktop platforms and mobile devices
Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred
Ability to work well under pressure in a fast-paced environment, adapting easily to changing priorities
Detail-oriented with a focus on quality and accuracy, ability to multitask, a strong sense of urgency, and commitment to excellence
Due to the home-based nature of this job, the Brand Ambassador is required to have a secure home-office environment, internet access, USB headset, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
Able to successfully pass credit, criminal, and employment reference security checks where permissible by state and local regulations
Customer Service Representative (Remote) $18.00 - $22.00 per hour.
Responsibilities include the following (but are not limited to):
Convey energy, excitement, authenticity, and a deep appreciation for the timeless elegance of Chanel
Share enthusiasm for Chanel through “love and romance” of products
Utilize proactive and intuitive techniques to increase customer experience by providing suggestions for products
Retain deep knowledge of Chanel’s products with the ability to convey features and benefits
Thrive in an environment with high-performance standards
Communicate with clients and exhibit empathy
Apply high-quality customer service guidelines and policies
Ability to exercise independent judgment and discretion
Embrace the commitment to customer service and nourish brand loyalty
Skill Level Progression:
Phone for Fashion, Boutiques, and Watches & Fine Jewelry
Email and Phone for Chanel.com e-commerce, Fragrance & Beauty, and Eyewear
Chat for all lines of business
Requirements:
High school diploma or equivalent
Customer Service experience
Contact Center experience
Superior verbal and written communication skills
Excellent listening skills with the ability to demonstrate understanding of the customer’s needs
Strong problem solving
Patience and empathy
Positive attitude with a customer-service orientation
Detail-oriented with a focus on quality and accuracy, ability to multitask
Strong sense of urgency and commitment to excellence
Able to type at least 35 WPM with proper spelling and use of grammar
Able to use effective and probing questioning and listening techniques to identify customer needs
Curious, confident, and driven to find solutions to customer issues
Able to learn and work independently and exhibit ownership as well as in a team environment
Savviness and experience with Microsoft products and cloud technology is essential as multiple systems are in use
Must have a home-office environment, internet connection, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable
Currently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Nevada, New Mexico, New Jersey, New York, North Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin
Able to successfully pass a credit, criminal, and employment reference security check
Preferred Qualifications:
Experience with e-commerce retail
Experience with luxury brands
A genuine passion for fashion, fragrance, cosmetics, and luxury goods
Experience providing live chat customer support
Training
New team members will attend training remotely via webcams from secure, noise-free, distraction-free home offices that meet our requirements. Training classes are held for 3 weeks, Monday to Friday, 11 am-6 pm ET.
Customer Service Representative - $16.00 per hour.
Beauty and Skin Care (Remote) AZ, FL, GA, IL, IN, MD, NV, NC, NJ, NM, OH, TN, TX, UT, VA, or WI
The Remote Customer Service Representative utilizes a variety of resources and information to assist customers in a courteous and professional manner that supports and reinforces brand standards, always with a focus on providing best-in-class customer service. What You’ll Do
With the utmost professionalism, represent a growing and leading brand committed to providing luxurious high-quality, high-performance products without harmful ingredients
Provide an outstanding customer experience via multiple service channels (phone, email, chat)
Utilize proactive and intuitive techniques to increase customer experiences by providing suggestions for products that match customer interests and needs
Convey energy, excitement, authenticity, and a deep appreciation for the brand’s mission and values
Communicate with genuine empathy
Understand customer needs and confidently find solutions to issues
Meet or exceed program metrics
Applies high-quality customer service guidelines
What We’re Looking For
3+ years of experience and proven success in Retail or Customer Service
Previous remote experience a plus
Experience in a fast-paced call environment is a plus
High school diploma or equivalent required, some colleges preferred
A genuine passion for beauty products including cosmetics and skincare
Desire to learn and grow in a team environment
Strong communication skills, both written and verbal
Able to adapt to new systems and processes and succeed in a changing environment
Able to deliver consistent quality
Open and accepting of coaching and feedback
Ability to respond positively to change, embracing and using new learning to accomplish complex or difficult challenges
Expertise in asking questions and guiding conversations to resolve customer requests
Savviness and experience with technology; proficiency with Microsoft Office including Teams
Previous e-commerce and/or direct selling industry experience preferred
Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) is strongly desired
Strong analytical and problem-solving skills
Home-office environment, internet connection, webcam, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements
Currently reside in one of the following locations: AZ, FL, GA, IL, IN, MD, NV, NC, NJ, NM, OH, TN, TX, UT, VA, or WI
Able to successfully pass credit, criminal, and employment reference security checks
Training:
Our next training class is scheduled to begin on or about August 31, 2021, with daily classes held Monday-Friday, 12:00 pm–6:00 pm ET. New team members will attend training remotely in an instructor-led, interactive virtual classroom. We strongly encourage you to check if your home office computer and connection meets our requirements by visiting https://verify.vipdesk.com/ Compensation: The compensation for this position is $16.00 per hour. Benefits: VIPdesk Connect offers comprehensive benefits, including health insurance, life & AD&D insurance, paid time off, flexible spending accounts, and access to other benefit programs.
Technical Customer Service Representative (Remote) $15.00-$17.00 per hour
Currently reside in AZ, CO, FL, GA, IL, IN, MD, NC, NJ, NM, NV, OH, TN, TX, UT, VA, or WI
Remote Technical Customer Care Representatives assist customers via all channels (phone, chat, e-mail, SMS) while meeting metrics including quality and customer satisfaction using empathy as a way to engage and build rapport—communicating from the heart, as well as the head. The representative answers questions about products, policies, promotions, and provides general customer service resolution. The Remote Technical Customer Care Representative also provides technical support using passion and knowledge of the clients' brands to ensure an authentic and personal experience that promotes brand loyalty.
The Remote Technical Customer Care Representative provides general customer service including order placement, order tracking, warranty returns, and product advice with a thoughtful, friendly, and empathetic tone. The position also troubleshoots and resolves customer issues including Wi-Fi connectivity, device setup, app setup, and configuration. The team member takes ownership of customer issues and follows through to solve problems while exercising patience and willingness to provide assistance for simple and complex inquiries with positive energy.
Qualities of Brand Ambassadors:
Are you a Dynamic Communicators? – The voice of our client, team members provide responsive, accurate, and authentic interactions. While resolving technical issues, they simplify the complex, breaking it down to make it understandable to those less tech-savvy—and maybe even sleep deprived.
Empathetic – Brand Ambassadors know how a message is conveyed is equally important as what is said. By putting themselves in a new parent’s shoes, they focus on the customer’s experience and connect, human-to-human.
Knowledgeable –Brand Ambassadors are constantly working on improving skills. When new products are released and apps are updated, Brand Ambassadors enthusiastically learn how to support new features, functions, and integrations to confidently resolve customer issues. No matter what the issue, no matter how complex, Brand Ambassadors are problem solvers who welcome and lean into challenges.
Essential Duties and Responsibilities include the following. Other responsibilities may be assigned.
Creates positive customer touchpoints using a friendly, respectful, and professional tone while exhibiting genuine empathy
Accurately follows and complies with all client’s Health and Safety Policies
Maintains discretion and confidentiality in all areas pertaining to data and proprietary information
Provides customer assistance with device installation and app setup and configuration on both iOS and Android platforms
Applies high-quality customer service guidelines, policies, and procedures
Assess customer problems, troubleshoot, and confidently remedy issues including network connectivity and device configuration
Escalates critical support issues following appropriate policies and procedures
Retains and conveys deep knowledge and benefits of products and troubleshooting techniques
Embraces the commitment to customer service and nourishes brand loyalty
Attends meetings and training as required to obtain new and pertinent information about the client and their products and services
Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, sales)
QUALIFICATIONS:
HS degree or equivalent required. Associate degree or some college preferred
2+ years customer service experience required, experience in a virtual contact center a plus
6+ months experience with problem-solving and complex troubleshooting in technical support or online Help Desk role
Experience with troubleshooting apps on both iOS and Android platforms preferred
Committed to providing excellent customer service and an elevated customer experience
Ability to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goals
Excellent interpersonal skills; strong oral and written communication skills
Polite, friendly, warm, and courteous phone demeanor
Flexible, adaptable, and willing to take on new challenges
Microsoft Office proficiency required
Able to type at least 35 words per minute with minimal errors
Technically savvy with the ability to pick up new technology, processes, and procedures quickly
Strong comfort level and familiarity with desktop platforms and mobile devices
Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred
Ability to work well under pressure in a fast-paced environment, adapting easily to changing priorities
Detail-oriented with a focus on quality and accuracy, ability to multitask, a strong sense of urgency, and commitment to excellence
Self-starter with strong initiative and able to work independently
Strong sense of urgency, demonstrates ownership, high energy, and team player
Due to the home-based nature of this job, the Brand Ambassador is required to have a secure home-office environment, internet access, USB headset, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
Able to successfully pass credit, criminal, and employment reference security checks where permissible by state and local regulations
Training
Our next training class is scheduled to begin on or about August 6, 2021. New team members will attend training remotely via web cameras from secure, noise-free, distraction-free home offices that meet our requirements.
The Remote Recruiting Coordinator provides responsive and proactive customer service, being true to our values of providing refreshing, positive interactions, and being helpful. The Recruiting Coordinator maintains and tracks applicant statuses in our applicant tracking system and provides clear and concise documentation of communications.
This position collaborates with the People & Culture (HR) team supporting new team members through the job offer process to the introduction of onboarding. The Recruiting Coordinator also handles and prioritizes a range of advanced administrative duties with wide latitude requiring independent judgment and initiative including assisting with the administration of the Scheduling tool, ensuring optimal availability to meet candidate demand.
ESSENTIAL RESPONSIBILITIES:
Enthusiastically and passionately support and embody the VIPdesk Connect brand and core values in all interactions
Assist with meeting high-volume recruiting goals while fully understanding business objectives
Respond to candidate inquiries via phone, email, and text, providing necessary follow-up
Update candidate progress in the applicant tracking system
The document, track, and maintain accurate records and status of engagements and ensure compliance with applicable employment laws
Coordinate and schedule candidates for group interviews
Conduct outreach to candidates to ensure forward movement in the recruiting process
Demonstrate a consistent screening and evaluation process
Ensure compliance in all recruitment and hiring processes; adhere to laws, rules and regulations, and personal data privacy regulations
Apply sound judgment and know when to escalate issues and concerns
QUALIFICATIONS:
HS degree or equivalent required. Associates or Bachelor’s degree preferred
2+ years recruiting and/or HR experience required with knowledge of recruiting, interviewing, and hiring processes
1+ year experience in high volume recruiting administration, experience in requiring customer service roles required
Experience with HR databases, applicant tracking systems, and candidate management systems, experience; Proficiency with Jobvite is a plus
Experience with virtual contact centers and non-exempt employees a plus
Knowledgeable of labor and employment laws
Ability to handle sensitive and confidential information appropriately
Microsoft Office proficiency required
Excellent interpersonal skills; strong oral and written communication skills
Strong work ethic and ability to work flexible hours including some evenings and weekends during peak periods
Ability to juggle competing priorities with grace under pressure
Strong organizational skills, self-starter, and able to work independently
Due to the home-based nature of this job, the Coordinator is required to have a secure home-office environment, internet access, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
Able to provide a work-at-home environment that is ergonomically sound, quiet, and free from distraction
Able to successfully pass credit, criminal, and employment reference security checks where permissible by state and local regulations
Currently reside in AZ, FL, GA, IL, IN, MD, NC, NJ, NM, NV, OH, TN, TX, UT, VA, or WI
Description
VIPdesk Connect is seeking experienced Seasonal Remote Recruiters to support the hiring of customer service representatives (Brand Ambassadors) for peak, high volume hiring periods. This is a remote (Work-from-Home) position with the responsibility for interviewing and evaluating candidates for a variety of non-exempt customer service roles throughout the US. The hours for this role will vary per business needs.
WHAT YOU WILL DO:
Screen candidates and qualify candidate experience and skills
Evaluate video interview submissions
Conduct candidate interviews via phone and video, document results, and make sound recommendations based on candidate qualifications and position requirements, and competencies
Ensure a positive interview process for candidates
Comply with federal, state, and local employment laws and regulations, and company policies
Meet high-volume recruiting goals with appropriate candidates for each program while fully understanding business objectives
Enthusiastically and passionately support and represent VIPdesk Connect’s core values
Develop a deep understanding of client needs and unique position requirements and key success drivers
The document, track and maintain accurate applicant records and status of engagements in the applicant tracking system
Demonstrate a consistent screening and evaluation process for all candidates
Apply sound judgment and know when to escalate issues and concerns
Participate in post-interview debrief meetings and calibrations
WHAT WE’RE LOOKING FOR
Contact Center BPO industry knowledge and experience
Experience with high-volume recruiting and interviewing for non-exempt employees
Minimum 1 year of experience in Human Resources and/or Talent Acquisition, 2+ years preferred
Experience with an Applicant Tracking System (ATS), Jobvite preferred
Knowledgeable of labor and employment laws
Strong organization and time management skills
Superior communication skills—both verbal and written
Proficiency with the Microsoft Office Suite, including Outlook and Teams
HS degree or equivalent required. Associates or Bachelor’s degree preferred
Strong attention to detail
Ability to work well under pressure and meet deadlines
Ability to handle sensitive and confidential information appropriately
Ability to maintain a secure, noise-free, distraction-free home office
Diversity oriented with a focus on creating an inclusive environment
Ability to maintain a flexible work schedule that meets the program needs
Due to the home-based nature of this job, the Recruiting Specialist is required to have a home-office environment, internet access, headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements
Residency in one of the following states: AZ, FL, GA, IL, IN, MD, NV, NM, NJ, NC, OH, TN, TX, UT, VA, or WI
Able to successfully pass a credit, criminal, and employment reference security check.
VIPdesk is a fast-growing company seeking a driven, self-starter with strong people skills to reach our hiring needs in a competitive market. The Remote Talent Acquisition Sourcing Specialist thrives in a fast-paced and changing environment.
WHAT YOU WILL DO:
Leverage your experience and industry knowledge to develop, design, and implement innovative sourcing strategies to identify, attract, and engage diverse, top talent in an efficient and timely manner
Creatively source for talent from multiple states using various tools to generate high volume/high-quality candidate pipelines for current and future vacancies
Take full ownership to achieve daily and weekly goals that ensure hiring needs for scale, speed, and quality
Discover new opportunities, sourcing channels, and strategies to improve metrics for hiring goals
Build pipelines of diverse talent to meet quality requirements and aggressive hiring needs
Serve as a subject matter expert on sourcing and market trends in order to strengthen sourcing capabilities
Proactively conduct research and investigate new ideas to create innovative sourcing strategies
Partner with Marketing to promote job openings through creative and enticing content creation
Develop and maintain collaborative relationships with recruiting department team members and Leadership across VIPdesk
Improve key success metrics including time to hire and time to fill
With positive energy, is a valuable member of the Recruiting team, which includes Recruiting Specialists, Recruiting Manager, Recruiting Coordinator, and the VP of Recruiting
WHAT WE’RE LOOKING FOR
Contact Center BPO industry knowledge and experience
Minimum 4 years of high-volume sourcing experience, with a strong understanding and ability to recruit hourly team members
Creative thinker and innovator with a drive to develop highly effective sourcing processes
Agile with the ability to pivot quickly to meet changing requirements and timelines
Demonstrated ability to deliver against recruitment goals
Self-starter with the ability to work with agility and adaptability and strive for continuous improvement
Ability to manage both high volume pipeline searches as well as niche or high-level searches
Deep understanding of Sourcing Channels
Proven experience partnering with Marketing for employer branding and social media strategies and campaigns
Data Fluency to build data-driven strategies to analyze and report recruitment metrics
Excellent verbal and written communication skills
Tech-savvy
Proficiency with ATS and other related platforms (Jobvite preferred)
Bachelor’s degree in Human Resources, Communications, Marketing, or related discipline or related experience.
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