Exciting remote opportunity for FLORIDA and MICHIGAN Residents!!
Are you ready to build your career with an established company with a history of success, which truly values each and every team member and is growing by 10X? Our people are of utmost importance to us and we are growing and investing in our team every day. We have also launched our in-house University Training Center. We offer coaching to all staff to better equip them to shatter their goals! We will be adding many positions over the next few years while expanding operations across all the major US cities. There are lots of opportunities for advancement in our growing company and you as a Customer Concern Specialist will have a significant impact on our business. If you are a collaborative high performing individual who is charismatic, flexible, persuasive, and highly diplomatic, we would love to hear from you.
At first glance, you might think, "a dumpster rental company"? Have you ever heard the phrase, "don't judge a book by its cover"? That phrase could not be more accurate with ADR. We are actually a sophisticated technology company that specializes in the equipment rental business. We have designed our own technology that allows you to quickly navigate inbound rental requests into onsite equipment rentals, with ease and a tech-savvy process. We have your back every step of the way and as a result, we seek highly motivated people who want to thrive, grow and have a career with an innovative and growing company. Our system continues to expand and that is very often by suggestions and ideas from our team members. Our collaborative leadership style is like no other. The growth potential at ADR is significant and the opportunity to grow is in your hands.
We are selective when it comes to growing our team because we want the best of the best. This is why you will experience several steps in our hiring process. Please be patient and trust, it is worth it, if you are asked to join our Team!
Noteworthy Behaviors
Consistent, responsive, cooperative, patient, comfortable speaking with strangers, tolerant, calm, stable, agreeable
Schedule
This position is full-time. 40 hours, 5 days per week including some weekends. The current hours we are looking for are for the schedule, the shift falling between 7am and 6pm EST.
Role
The role of the Customer Concern Specialist is to work with customers who need help or assistance using excellent customer service skills, company systems, and tools. You will be empowered to provide solutions and make good decisions based on the needs of our customers and our current business practices by providing complete and accurate information.
ADR strives to provide a very healthy company culture and environment that allows for the continuous success of each Customer Service Specialist. The company strives to be a highly desirable organization to work for and believes their people are the most important asset to the company.
Specific Responsibilities:
- Speak with customers and assist them with issues they are experiencing and provide solutions as necessary
- Provides customers with courteous, friendly, fast, and efficient service
- Log necessary details of phone call into the company database
- Demonstrating empathy, patience, and flexibility during phone calls
- Works well in a fast-paced environment
- Comfortable working with disgruntled customers and communicate with them effectively
- Become a expert user within the company operating software program
- Able to prioritize resolving customer issues over being correct
- Handle customer complaints and problems with the utmost level of professionalism and respectfulness
- By utilizing high emotional intelligence create an exceptional customer experience by actively listening, addressing the customer's wants and needs, and overcoming objections
- Collect necessary data and information regarding escalated customer cases and maintaining organized accounts for each case
General Responsibilities:
- Arrive to work 100% engaged and with a positive attitude
- Contribute to a dynamic, high-volume, and energetic work environment.
- Adhere to the policies and guidelines established by the management team.
- Identify areas for improvement and take proactive steps to address them.
- Show respect for your teammates by being punctual and offering support when needed.
- Demonstrate flexibility and adaptability in a constantly evolving work environment.
- Continue to develop and enhance your skills in areas where improvement is needed.
- Identify and bring to management’s attention any areas for improvement, and work to address them.
- Respect everyone’s time by starting work at your scheduled shift time.
- Make internal and external phone calls to companies, haulers, vendors, and customers as needed or requested.
- Support your colleagues by providing assistance as necessary.
- Assist with special projects as requested, time permitting.
- Navigate and utilize ADR’s CRM and any other company-specific software or systems.
- Be logged into the ADR office systems during your scheduled work hours and meetings.
- Ensure full attention to your role while on the clock at ADR.
- Maintain a distraction-free and quiet environment at home to ensure focus, confidentiality, and productivity, even when working virtually.
- Uphold and ensure confidentiality and data security by safeguarding company, customer, and ADR information at all times.
- Commit to ongoing learning by engaging in training, reading, research, and coaching, as well as collaborating with teammates to improve skills and adapt to change. Learning is a necessity at ADR. Occasionally or even frequently, you will be expected to read a book, do online training or research, learn from videos, work with a coach or coaches, shadow teammates, and more. We must do this to maintain skills, learn, and grow. The only truly constant thing is change, so we need to embrace it, learn, and grow.
- Dress appropriately for all virtual interactions, ensuring both your attire and background reflect a professional image. Be mindful of anyone who may appear in the background, and ensure they are fully dressed or out of view to maintain a professional environment.
- Present yourself professionally every day, wearing an ADR shirt, appropriate casual attire, or professional attire when meeting with external representatives.
- Log out of company programs when not actively using your computer.
- Complete special assignments and other tasks as assigned by management.
- Keep a log of daily activities if your role does not primarily involve phone or CRM-based tasks.
- Attend as many team celebrations, such as birthdays and anniversaries, as possible.
- Engage with your team in chats, responding to feedback requests, sharing reactions (such as emojis), and participating in team discussions.
- Ensure timely communication - Regularly check and respond to emails, messages, and other forms of communication promptly.
- Provide regular feedback through surveys or any other available channels.
- Ensure that during your scheduled hours, you are working exclusively for ADR for the full duration of your paid time.
- Understand and embrace the company’s core values, mission, and vision.
Requirements
- High school diploma required
- Must be organized and detail-oriented
- Must be reliable and punctual
- Ability to speak professionally to customers
- 1 year of customer service experience
- 1 year of office experience
- Spanish Fluency (preferred)
Working Environment
- ADR University
- 100% Remote position
- Fun and engaging virtual Zoom office
- 40-hour work week
- Flexible Scheduling
- Compensation: $20/hour
Job Type: Full-time
Pay: $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- Work from home
Shift:
- 8 hour shift
- Day shift
- Evening shift
Work Location: Remote
