Customer Experience Rep - Hybrid

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. Providing our employees with job training and opportunities for growth, development, and advancement. We take pride in fostering a safe environment for all employees in our climate-controlled plants.

Exciting news! 4over is eagerly seeking talented individuals for our upcoming cohort training class starting on 4/22! If you bring valuable experience from a call center/contact center, possess excellent skills in chat, telephone, and email communication, and have a proven track record of commitment with your previous employers, we warmly invite you to apply! Join us on this journey as we nurture your skills and together, create a rewarding professional experience. Apply by April 5th.

SUMMARY: The purpose of this role is to provide customers with solutions by providing a high level of service in a contact center/call center environment. Develop and retain relationships through listening and implementing a successful plan of action. The CSR resolves a wide variety of issues through customer education, thorough follow-up, and providing a positive customer experience.

Schedule:

1st shift, Monday-Friday, eight or more hours per day, five or more days per week based on business needs. Primary schedule will be 8:30 AM – 5:30 AM, or similar. This is hybrid role that requires the individual to be in office two days out of the month. Exact days will later be determined by the Customer Experience Team.

Essential Duties and Responsibilities include the following:

• Educate and assist customer base on company website, products, and services
• Resolve customer concerns in a quality-oriented way to produce a positive outcome either via telephone, through virtual chat, or a combination of the two
• Provide customer feedback to department for new product and resource development
• Accurately notate and record each customer interaction to ensure all accounts are updated
• Be a knowledgeable point of contact for both new and existing customers
• Handle complex requests with patience, professionalism, and empathy
• Review and resolve situations in a timely manner by identifying customer concerns
• Demonstrate a sense of urgency and dedication to exceed customer expectations and earn customer loyalty through accuracy, efficiency, courtesy, and knowledge
• Listen actively and intently to gain a full understanding of the call; acknowledge key points and ask appropriate questions; interpret verbal cues to identify underlying concerns and motivations
• Complete and process all required tasks
• Regularly perform general housekeeping duties in your work area(s)
• Adhere to all safety policies and protocols and maintain a safe working environment
• Attend all department/company meetings
• Other duties as assigned

For an extensive list of responsibilities, duties and physical demands/work environment please refer to the attached Job Description.

Qualifications

• High School Diploma or GED equivalency, required
• Three (3) years of previous experience working in high volume Call Center/Contact Center environment
• Longevity with previous employers
• Printing or Wide Format experience, preferred

4over Company History:

4over was founded in February of 2001. What started off as creating business cards and web page designs by a husband and wife, quickly flourished. Since the company was founded, we are now a private equity owned company growing and expanding across many states. Through our 4over Core Attributes, we are committed to meeting and exceeding customer expectations, cultivating and nurturing our relationships, providing excellence and caring for others.

Health and Life Insurance-

• Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
• 4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
• Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment

401(k) Retirement Plan

• New employees are eligible to enroll the first of the month, following 1 month of employment
• Semi-annual open enrollment (January 1st and July 1st)
• Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
• Immediate Vesting

Holidays and PTO

• 9 Paid Holidays
• Accumulating PTO to be used after 90-days of continuous and active full-time service