Full Job Description
Do you know how to turn someone’s day around, no matter how down or frustrated they are? Are you upbeat, positive, optimistic, and energized by helping others? Can people literally hear you smiling over the phone? If so, Sutherland has an amazing new opportunity for you!
We are now hiring Customer Care Representatives to provide outstanding and personal support to customers of an exciting streaming service that hosts some of the best content out there right now. In this role, you will be providing inbound customer care, primarily over the phone. You'll also get to interact with customers over email. You'll be helping to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs.
Please note that this position will start as a Work at Home opportunity until our site in Coral Springs completely reopens.
Who We Are:
At Sutherland, we help strengthen our client's brands by improving how they work. We rethink the process and work together to streamline it, rebuild it, and deliver it back smarter than before. Behind every screen, click or command, at the heart of each process transformation, is our people. It takes big ideas, strong designs, new technology, and top talent from around the globe to explore what's possible. We empower and inspire our teams and leaders to simplify everyday tasks and interactions with a common goal: providing the best customer experience out there. We are Sutherland. Where people and process come together.
What We Offer:
The opportunity to connect with streaming services customers one-on-one, over the phone and through email, showcasing your technical savviness and ability to deliver exceptional experiences every day
A chance to really make a difference for others by helping them use and navigate the entertainment platform that delivers content they know and love
A never-boring culture where team members are celebrated for their creativity, passion, and flair with customers
A strong promote-from-within policy that rewards you for your talent and dedication
Our Most Successful Candidates:
Genuinely love connecting with and assisting others; are energized by the opportunity to turn someone’s day around
Are patient and empathetic, engaging and upbeat; they are outstanding team players who rise to a challenge, displaying resourcefulness, adaptability, and flexibility
Are problem-solvers and critical thinkers who can easily navigate systems, multi-task, diagnose problems, and provide friendly and efficient resolution
Have excellent communication skills
Are comfortable working in a fast-paced environment, demonstrating ownership and accountability for each customer they connect with
Use streaming services and entertainment and/or gaming platforms in their personal life and can speak about features and functionality
Display good judgement, making decisions quickly and appropriately
Additional Sutherland Requirements:
High school diploma or equivalent
Ability to type 30+ words per minute
Minimum of one year of customer service experience
Strong written communication skills
Bonus Qualifications (not required but will give you a leg up on the competition!):
Experience in technical support
Experience in customer retention
Experience with Salesforce or other help desk ticketing platforms