Transcription Specialist – REMOTE
About Elevation Connect:
Elevation Connect – PERFORMANCE FOR PURPOSE
Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our “Performance for Purpose” philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.
Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, AZ, CO, FL, GA, KS, IN, MI, MN, MS, NC, OH, SC, TN, TX, VA, NC, KS, LA, WY.
We are posting multiple postings for this role. Please do not apply to multiple postings as it may invalidate your application.
We have an exciting opportunity as a Transcription Specialist!
Transcription Specialist is primarily responsible for transcribing and assigning all queue work to the appropriate queues within the system to meet all SLAs for queue work assignment. The Transcription Specialist identifies cases that meet criteria for Product Quality Complaints and Escalated Events as differentiated from Inquiry Based Cases. The Transcription Specialist cleans up all voicemail transcription for thoroughness and accuracy prior to entering it into the queue for ease of follow up by Consumer Affairs Agents. Entry of consumer contact information for the purpose of merging cases and the merging of cases is handled by the Transcription Specialist prior to entering the case into the correct queue. The Transcription Specialist also handles any non-covered brands inquiries and responses. Transcription Specialist must adhere to all SLAs including transcribing and assigning queue work into the appropriate queue within 24 hours.
Overview of daily activities:
• Transcribe all Voicemails with thoroughness and accuracy.
• Identify all Escalated Event and Product Quality Complaint cases and assign them to the appropriate queue
• Identify all Inquiry based cases and assign them to the appropriate queue
• Enter all consumer information in the system with accuracy
• Embody our purpose of “making brands and people feel at home†in every contact with a consumer.
Elevation Connect, LLC – Confidential & Proprietary
• Ensure that all consumer contacts are transcribed an assigned in accordance with department and client specific SOPs, SLAs, policies, and procedures.
• Ensure that all queues work is assigned by end of shift.
• Maintain expert knowledge of all SOPs, documents, and processes at a department and client specific level.
• Know and own timelines for all cases assigned. Make awareness of any potential timeline breaches prior to the breach of timeline to direct manager.
• Ensure that all processes and procedures are complied with in documenting and communicating consumer contacts.
• Maintain accurate, thorough records of incoming and outgoing consumer communications as it relates to non-covered products.
• Exhibit superior customer service at all-times with clients, customers, colleagues, and consumers.
• Navigate digital Knowledge Base, websites, and reference materials with efficiency and speed.
• Initiate and maintain knowledge on multiple client products and logistics which are updated at a frequently changing pace.
• Assist with updates pertaining to Consumer Affairs Reference materials.
• Identify Consumer Affairs trends and escalate to appropriate sources.
• Assist on or manage special projects and new processes as needed throughout the year.
• Align all work to our core Purpose and Values including Family, Customer Excellence, Integrity, Stability, Relationships Restlessness, and Sustainability.
Hours:
• Training will be conducted virtually during the hours of Monday-Friday from 7:30am to 3:30pm, EST and as late as 5:00pm in the last weeks of training.
• Hours will be scheduled between 8:00am-8:00pm EST, Monday-Friday. Must be available to work any time within this schedule.
Info:
• Currently hiring for a start date of Jan 17, 2022.
• Position is full-time with benefits (medical, dental, vision) and holiday/sick pay
Requirements:
• High School Degree, Some College Preferred
• Excellent Communication Skills (verbal and written)
• Positive attitude
• Collaborative
• Detail-Oriented
• Time-Management Skills
• Self-Motivator
Elevation Connect, LLC – Confidential & Proprietary
• Ability to handle change and multiple responsibilities
• Empathy
• Excellent digital navigation skills
Technology Requirements:
• PC
o Dual Core CPU (1.5GHz or better)
o 4GB RAM
o 20GB Free Disk space o Windows 7, 8, 8.1, or 10
• Macs
o Intel Core i7, 2.3 Ghz
o 4GB RAM
o Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
• Chromebook and Linux systems are not supported.
• High-speed internet
• Internet connection should support at least 144 kbps
• Latency from agent to data center should be under 150ms one-way.
• Wireless connections (Wi-Fi) are not supported. Agents should be directly connected to their ISP router thru an Ethernet cable.
• Wired USB Headset required