OVERNIGHT CUSTOMER HELP DESK REPRESENTATIVE

OnBrand24 - Portsmouth, NH3.0

Full-time
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POSITION OVERVIEW
As an Overnight Customer Help Desk Representative, you will play an essential role in interacting with our customers and partners to deliver exception customer service. The right candidate will have a professional disposition when communicating with partners, customers, and operational departments. The Specialist needs to have a positive attitude and be able to handle several tasks simultaneously in a fast paced environment. This position requires handling inbound calls from customers and making outbound calls to coordinate with vendors and partners.

SCHEDULE
We are currently hiring for our Overnight Shift with multiple options for schedules. The standard overnight schedule is 10:00 PM - 7:00 AM, however, as a 24/7 contact center, OnBrand24 is able to offer a wide range of shifts. Work with our talent acquisition team to find the right schedule for you.

POSITION RESPONSIBILITIES
WHAT DOES A OVERNIGHT CUSTOMER HELP DESK REPRESENTATIVE DO ALL NIGHT?

The Dispatch Specialist corresponds with customers and works with our partners to provide customer support for a number of different situations. This position is responsible for answering questions, and receiving incoming inquiries while executing quality assurance processes in our dispatch department. Job responsibilities include, but are not limited to:

Answer incoming calls and coordinating customer support, handling customer concerns, and providing professional communication with customers and partners.
Use questioning and listening skills that support effective telephone communication.
Understand the impact of attitude in handling calls professionally.
Use the most appropriate way to communicate with different behavior types on the telephone.
Apply the elements of building positive rapport with different types of customers and technicians over the phone.
Apply the proper telephone etiquette to satisfy various customer and technician situations.
Apply appropriate actions to effectively control a telephone call.
Input data and write comments into various computer systems in order to track information on customer calls.
Resolve customer issues within established guidelines and policies and with the intent of a "First Call Resolution."
Determine when a call or certain decisions need to be escalated for further review or approval.
Work in a team environment by supporting and assisting other team members as required.
Attend training as required whether classroom or on-the-job training.
Decision-making: Knows and executes on decisions which are within their scope. Knows and asks for assistance on decisions which are outside of their scope.
Ability to interact with distressed customers to provide information in response to inquiries about services and to handle and resolve service complaints.
Demonstrate problem-solving and multi-tasking skills.
CANDIDATE QUALIFICATIONS
WONDER IF YOU HAVE WHAT IT TAKES?

OnBrand24 provides all new employees with paid, world-class training. Qualified candidates will be willing to learn new products, processes, and technology. Candidates should be positive, driven, and confident individuals that will represent the company and its customers professionally. Experience in customer care, sales, or phone-based roles is a plus but not required.

Other Call Center Professional Qualifications Include:
High school diploma or equivalent; College Students, Interns, and recent College Graduates are welcome
Ability to learn customer service software applications
Must be proficient with basic PC skills
Ability to multi-task in a fast paced environment
Highly reliable
Minimum 18 years of age
Experienced and entry-level candidates are encouraged to apply. Previous experience in retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, collections, customer service, food service, or office/administrative roles is preferred, but not required since we train all new employees for the job.

COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At OnBrand24 we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees, they are our most important resource! Standard starting compensation includes a base hourly wage commensurate with experience, an hourly attendance bonus, and a weekly performance bonus. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

TOTAL REWARDS BREAKDOWN

Competitive Starting Compensation
Paid Time-Off
Daily, Weekly, and Quarterly Recognition
Paid Holidays
Full-Benefits (Medical, Dental, Vision, Life Insurance, Retirement IRA, and more)
Regular Raises and Career Progression
Flexible Scheduling Options
Employee Discount Program
Advancement Opportunity and Ongoing Training
Fun, Engaging Work Environment
Modern Work Environment
Casual Dress Code
And More...
All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance, and Whole Life Insurance plans are available to all employees each open enrollment period.

ABOUT US
WE BELIEVE THAT HAPPY EMPLOYEES ARE CRITICAL TO THE CUSTOMER EXPERIENCE.

OnBrand24 is a premier call center providing full-service outsourcing solutions for our clients. Named to the Inc. 5000 list of the Fastest-Growing Private Companies in America three years in a row, we offer a dynamic, flexible work environment employing top talent. We have more than 30 years of experience, and we represent a diverse group of clients across multiple industries and markets.

OnBrand24 was founded in 1981 to provide a complete array of call center services: call center customer service, order processing, Tier 1 help desk, lead generation, appointment setting, customer win-back, and customer/market research surveys. Since 1981 we have worked with hundreds of inbound call center and outbound call center clients.

Our Mission is to provide an environment and culture that empowers our agents and management team to represent our client’s brands passionately. Our people are our product, and we have developed an employee-centric culture at OnBrand24 to support the high employee morale, engagement, and satisfaction of our most valuable resource. We promote our management staff from within and offer excellent benefits resulting in a low turnover rate and excellent morale throughout the company.

Headquartered in Beverly, MA, OnBrand24 is a leading Massachusetts call center with facilities also in Savannah, GA, and Portsmouth, NH. OnBrand24 has clients throughout the U.S., Canada, and the U.K.

To learn more, visit us our careers page.