Job Description

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

As part of the Compass Experience Team, you will:

• Respond to customers primarily through phones as well as through email, chat, text, and social channels while creating memorable service interactions.

• Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice

• Build a strong understanding of your assigned brand’s products, procedures, and resolutions

• Work collaboratively with team members to offer encouragement, provide answers, present customer insights and trends

The ideal Compass Employee is:

• Compassionate, detail oriented, friendly, open-minded, and eager to help people

• Able to solve problems quickly and creatively - we often need to think of solutions on the fly

• Able to learn and adapt to changing software (being tech savvy is a must)

• Excellent at communication - both written and verbal

• Able to adhere to a set schedule and be productive independently

• Ability to upsell / offer relevant products and services to existing customers

• Ability to utilize multiple systems and resources to find a solution to the caller’s problem-multitasking is key

• Ability to adhere to strict schedule adherence (not just attendance, this includes limited unscheduled breaks, returning from scheduled breaks / lunches on time, adhering to expected handle time for calls once ramped)

• All agents must have a quiet workspace where they will not be interrupted or overheard

• All candidates who are hired will spend the first few weeks after completing training handling emails and chats. Once they become proficient in emails and chats, they will transition to phone support as part of their regular job responsibilities.

• Phone support will be a daily requirement and will require 85% or higher schedule adherence (meaning that they take minimal unscheduled breaks). Real time adherence associates monitor statuses and all day associates will be contacted if they are out of adherence.

• This is a high volume program. Candidates should expect to be on back to back calls throughout their day with limited down time.

Qualifications and Physical Requirements:

• Inbound Phone, Chat, SMS, Email, and Social Media channel experiences are a must.

• High school diploma or equivalent

• Call center experience must be within the last 2 years

• 1+ year inbound phone experience required

• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing

• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr. shift)

Technology Requirements:

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't allow customized or jailbroken homemade devices.

• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 25MBPS.

• All agents must have a working camera to be used during training sessions and 1:1 conversations

• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

• Agents must have a working headset with a microphone, speakers are not permitted for use while on calls.

• Processor: Intel Core i5-4440, CPU 2.10 GHz

• Memory: Minimum: 8GB but recommend: 16 GB

  • OS: Windows 32-Bit and 64-Bit (Windows 11)

• All agents will be required to install third-party software in order to run the screen capture module:

  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x

• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

Availability:

• Full Time positions available

• Open availability preferred, may include weekdays, weekends, nights and holidays

• HQ is located in Columbus, Ohio

• 100% show rate for training is required. Agents must attend training every day with cameras on and be active participants

Benefits:

• A fully remote work environment

• This is currently a contract position, offering competitive wages

• Comprehensive training on our products and services.

• Career development opportunities, including internal promotions.

• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.