To join its global consulting team, GovAssist is actively seeking creative and dedicated Customer Service Representatives. The ideal candidate is an independent, highly successful individual who can succeed in a professional setting through self-motivation and individual drive.
The team wants its incoming customer service representative to thrive in a fast-paced workplace where he/she will approach the undiscovered and unusual as a great opportunity to figure out solutions outstandingly. As a team member, the customer service representative will continuously promote and protect GovAssist’s passion to offer an outstanding experience.
Such will also manage a large volume of inquiries across various channels (calls, chats, e-mails) – which is why, in addition to being an upbeat and proactive listener, previous experience in a similar customer service job (at least two years) is required.Â
Additionally, each member of the team takes ownership of their task but can always enlist the help of others when necessary (GovAssist takes pride in its great collaborative environment and eagerness to assist colleagues). Collaboration across several time zones: record keeping and communication are essential, and this role is entirely remote with adjustable intervals, thus improving quality of life.
Qualifications
- Be flawless in written and spoken English and Spanish.
- Be adaptable, flexible, and comfortable with ambiguity.
- Be a people person and sincere helper who is compassionate with customer goals, frustrations, and circumstances.
- Be security and privacy-focused; upholding the company’s privacy and data protection processes is critical.
- Have a customer-focused and business-like mindset.
- Be able to communicate successfully with people from various backgrounds, levels of comprehensiveness, and experience
- Be familiar with difficult circumstances, know when and how to uphold your position, and have an agile approach to reacting to changing requirements.
- Be able to adapt to different hours and intervals, if required, however, every effort is made to cater to time zones, depending on the team and location.
- Own a workstation with an Intel i5 equivalent or newer processor and 16GB or more RAM (you will be utilizing resource-intensive software, thus the indicated processing capability is required).
- Own an additional monitor along with noise-canceling headphones.
- Have access to a high-speed internet connection: +30 MBPS with a latency below 100 seconds.
Responsibilities
- Exhibit full confidence and take ownership in representing this range of client’s experience, offering advice and support while assisting customers to complete the requirements to obtain Green Cards or become permanent residents, and even travel within the United States for tourism or business matters.
- Get on-boarded and integrated into the GovAssist team and become acquainted with the various platforms and systems used while providing prompt and excellent support.
- Serve as a role model who leads the team in readiness for current and anticipated challenges while contributing ideas to improve the team’s customer support service.
- Diligently attend training programs and maintain industry-related expertise on the company’s service and product offerings.
- Learn how the GovAssist network empowers talent, and discover how to successfully balance duties to maintain the highest level of production and efficiency.
- Develop strong, consultative, high-touch connections with customers through frequent, transparent contact.
- Continue to train and develop fluency while basic skills are mastered, enabling you to undertake newer, more stimulating challenges across the company.
- Work collaboratively with a progressive, international and fully remote team.
- Continually offer feedback and notify your superiors on how they can assist you to accomplish your goals and potential.
- Challenge current methods and processes and make recommendations to better the experiences for clients and the team.
- Record solutions in the knowledge base to share ideas regarding innovation and automation.
- Contribute to peer success with your creativity and offer critical constructive criticism.