by Kay Tay | Jul 14, 2023 | Uncategorized
At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 10 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $300 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.
We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.
Job Category
Modernize Home Services is seeking a highly motivated and detail-oriented Quality Operations Coordinator to join our team on a part-time basis to support our contact center’s mission of delivering exceptional client and homeowner satisfaction. In this role, you will play a crucial part in ensuring compliance continuity across all modes of communication, while also evaluating and documenting customer interactions. We are looking for someone with excellent active listening skills, strong attention to detail, and a sense of urgency to improve our operational efficiency. This position is part-time and will offer 23-29.5 hours weekly.
Responsibilities
- Monitor and analyze customer calls to identify areas of improvement in terms of homeowner satisfaction, agent performance, and client requirements.
- Conduct audits to generate findings and recommendations, along with timelines for corrective actions, to address any identified deficiencies.
- Process compliance requests and ensure accurate and up-to-date documentation revisions.
- Utilize your in-depth knowledge of client-specific call and product requirements to prepare comprehensive reports.
- Create, modify, and maintain documentation to track scripting and process changes, ensuring compliance and consistency.
- Provide valuable feedback to management to drive quality and operational improvements within the contact center.
- Efficiently manage and prioritize daily tasks based on business needs and goals.
Requirements
- High school diploma or equivalent.
- At least 6 months of previous experience in customer service and contact center roles.
- Proficiency in understanding, interpreting, and manipulating data for reporting purposes.
- Experience with Five9 is highly preferred.
- Familiarity with Jira and Confluence is a plus.
- Knowledge of Customer Relationship Management (CRM) systems is beneficial.
The expected hourly range for this position is $17/hr to $25/hr. This hourly range is an estimate, and the actual hourly rate may vary based on the Company’s compensation practices. The hourly rate may be adjusted based on applicant’s geographic location. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits.
APPLY HERE
by Kay Tay | Jul 14, 2023 | Uncategorized
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, London, San Antonio, Spokane and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We’re an agile, fast-growing company, and our leadership comes from some of the world’s most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
Rover’s Trust & Safety Team is responsible for supporting Rover’s reputation by providing excellent customer care through the prevention and resolution of issues that pose a risk to the company. The Trust & Safety team resolves any possible risk to customers or anything that negatively impacts the customer experience through incident investigation, analysis, and enforcement of Rover.com terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience and safety of our marketplace.
Summary: As a Seasonal Trust & Safety Agent, you will work as the front-line support, assisting customers with highly escalated & emergency issues related to pet & Rover community safety. This work is integral to Rover’s mission and longevity, by ensuring our marketplace standards and policies are upheld. Your work will help resolve critical issues and support our users through multiple work streams including: inbound/outbound calls, and email.
Who we’re looking for: You will treat customers as part of our community, because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day.
To be considered for this role, you must be able to work both weekend days and holidays. Additionally, you must be able to work a 5 month contract from August 28th, 2023 to January 15th 2024 and be present for the entire paid training period from August 28th – September 21st, 2023 and October 16th-October 30th (M-F 7:30 AM – 4 PM PT).
Your Responsibilities:
- Provide inbound and/or outbound customer service for users in crisis.
- De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
- Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover’s Brand image.
- The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters.
- Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
- Escalate incidents that require further investigation to the appropriate department.
- Take on ad-hoc duties/projects as assigned by business management as needed.
- Gather necessary documentation to determine potential eligibility for Rover Guarantee claims.
- Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
- Understand and meet expected personal metrics such as: Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more.
- Put our user’s first by helping them with empathy and confidentiality in difficult situations.
Your Qualifications:
- 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
- 2+ years of experience working in a fast-paced, high volume and high stress environment.
- Experience in a veterinary clinic/pet industry is preferred
- Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions.
- High school diploma
- Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures.
- Ability to work independently with limited supervision
- Experience maintaining composure in complex situations
- Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
- Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
- Able to quickly take accurate typed notes and while talking to members of the Rover community.
- Familiarity with web based applications such as GSuite, CRM tools, and Telephony software.
- Our equipment will require you to have a Cable, DSL, or Fiberoptic internet. For optimal connections, a connection speed of 100 mpbs is preferred
Compensation:
- In Washington State the hourly range is $19-$24 per hour.
- The cash compensation offered for this role will be dependent on the candidate’s experience, qualifications, skills and abilities as demonstrated in the interview and hiring process.
APPLY HERE
by Kay Tay | Jul 14, 2023 | Uncategorized
At Verint, we believe customer engagement is at the core of global brands. Our mission is to help organizations discover opportunities scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.Verint.com.
Overview of Job Function:
The Order Documentation Coordinator is responsible for creation and final review of all documentation to enable a product, maintenance and/or service transaction that may be recognized for revenue by Verint. The Order Documentation Coordinator works closely with various internal departments (i.e., Sales, Sales Operations, Legal, Order Billing Operations, Revenue, Product Marketing and Services) to ensure successful completion of each transaction.
Principal Duties and Essential Responsibilities:
- Review sales requests for order documentation to determine compliance with Verint’s business rules, terms of legal agreement and revenue recognition rules under US GAAP.
- Create and/or edit order documentation to accurately depict the terms of the legal agreement, revenue rules and Verint business rules.
- Work with Sales organization to ensure each order is consistent with the customer contract.
- Respond to internal and/or external customer inquiries in a timely manner.
- Collaborate with internal customers i.e., Sales, Legal, Business Finance, Sales Operations and Product Marketing to answer questions and resolve issues related to customer orders.
- Gather and communicate unique customer requirements.
- Escalate requests that are non-compliant with business and revenue rules, as well as legal terms.
- Manage and respond to various audit requests.
- Research historical legal documentation across various internal departments.
Minimum Requirements:
- Bachelor’s degree in Finance or related field, or equivalent work experience
- Minimum of 3-5 years of demonstrated experience working with contracts
- Advanced skills in MS Office to include PowerPoint, Word and Excel
- Solid understanding of contracts, legal terminology and revenue recognition principles under US GAAP rules
- Strong organizational skills to effectively assist with adherence to deadlines, attention to detail and strong problem solving and decision-making
- Effective at interacting with a wide range of audiences including Sales
- Exceptional interpersonal, oral and written communication abilities
- Strong collaboration skills with the ability to influence and work effectively in a matrix environment to solicit support and resolve conflicts
- Effective problem solver with strong business acumen, creativity, and analytical skills
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
MIN: 58K
MAX: 65K
ABOUT US
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide.
APPLY HERE
by Kay Tay | Jul 14, 2023 | Uncategorized
We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.
Our Workforce Is Expanding Beyond New Hampshire!
We have remote work opportunities available in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.
The Opportunity
Southern New Hampshire University is looking for a Financial Aid Specialist I. You will process financial aid following all federal, state, and institutional regulations and policies. This is a remote friendly position (#LI-Remote) and you will report to the Assistant Director of Financial Aid.
In this Role You’ll Get To:
- Complete specialized training to gain complete understanding of the financial aid cycle, federal regulations and all aspects of internal and external compliance.
- Review student files before awarding to complete any federal or institutional verification, C-Flag requirements.
- Evaluate student files for eligibility of federal, state, institutional, and private financial aid programs.
- Review documentation surrounding unusual circumstances and exercise your judgment, by making adjustments or revisions to costs, need, or dependency status.
- Identify missing, incomplete, or incorrect student information and resolve through communication with the Finance Counselors.
- Troubleshoot processing problems and technical issues with regard to the system and Colleague software, and consult with the appropriate resources.
- You may have other responsibilities as assigned.
What we’re Looking For:
- Employment is dependent upon successful access to the National Student Loan Data System, which requires all federal student loans to be in good standing and not in default and a credit check to review that student loans are not in default.
- A Bachelor’s degree or equivalent education and experience
- Experience in a processing or financial aid environment or equivalent education and experience
- Oral and written skills
Nice to Have:
- Areas of concentration may include packaging, loan revisions, direct loan and return of Title IV management, financial literacy or student loan debt/default prevention functions.
- Banner experience.
Thinking about the job, but not sure you should apply? We still want to hear from you.
We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!
Are Benefits Important to You?
We offer exceptional benefits, many available starting on the first day of employment:
Anthem BlueCross affordable, low-deductible Medical insurance available on day one
Low to no-cost Dental, Vision and Life Insurance options
5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays
A Retirement Plan with a 9% Employer Funded annual contribution
Tuition Benefits with family offerings
Who Are We?
SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Remote work disclaimer
Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.
Please note that a background check is required for employment.
APPLY HERE
by Kay Tay | Jul 14, 2023 | Uncategorized
Community Phone is a venture-backed, Y-Combinator graduate with a simple mission: make the phone more powerful.
In the smartphone revolution, we’ve forgotten about the phone; it’s been left behind technologically. It serves us spam calls or requires small business owners to learn technical concepts like VoIP (Voice over IP or internet calling).
In 2022 we grew our recurring revenue by over 400% while discovering profitable channels ready for optimization and scale.
Our global team expanded from 17 people in 2022 to 70+ now. Our customers now include KFC, AT&T, dozens of state and local governments, and General Motors (as well as consumers around the US).
Our investors are the same early investors in companies like Reddit, DropBox, Airbnb, Twitch, and Lyft. Our culture is customer-centric and believes happy customers are the best salesforce on the planet! Our growth has been organic, and we’re growing the team to meet the demand.
About the role
Chat sales represents a significant opportunity to meet our customers where they are and help them make their buying decision. In this role, you will work closely with sales and marketing leaders in the company to convert traffic to leads, and leads to close.
As we grow the chat sales team, we are looking for someone interested in managing a team, optimizing scripts and conversion funnels post-chat, and owning the entire chat function of the business.
In this role, you will…
Rapidly and effectively respond to live chats, showcasing your exceptional communication skills.
Educate customers about our wide range of products and services, ensuring a positive and enlightening interaction.
Guide customers through their online purchase journey, assisting them in selecting the perfect products tailored to their needs.
Work with sales and marketing leadership to identify opportunities to increase the volume and conversion rate of live chat
Train future members of the chat team, and help them ramp and stay at quota
As an ideal candidate, you are…
A seasoned sales professional with a minimum of 3 years of experience in sales, particularly in chat communication.
A master of written communication, providing clear and compelling messages that captivate customers.
A fast learner who absorbs knowledge like a sponge, enabling you to become an invaluable resource for our customers.
A naturally competitive individual who thrives in a team environment and constantly strives to secure the top spot.
Community Phone Culture
Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus.
Beyond the job description, here are some traits members of our team share:
We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.
Efficiency in everything. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.
We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional customer results.
We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.
We take our work seriously and see it as a reflection of who we are. We’re always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we’re able to achieve our goals and create exceptional products.
We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.
APPLY HERE
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