Job Title: Customer Engagement Expert (CEE)
Reports to: Director of Managed Services
FLSA Status: Non-Exempt
Department: Messaging Services
Location: Remote/WFH position
Start date: July 12th, 2021
We are transforming online shoppers' experience. Join us!
Founded in 2007, ActivEngage is driven by the idea that conversations can change the world. Here, we combine our passion for technology with our mission to provide the most trusted live chat service to businesses across the globe.
What you’ll do as a Customer Engagement Expert:
As an ActivEngage CEE, you will execute our core purpose to have meaningful conversations that build trust and encourage action. Our conversations are not scripted. CEEs need to think fast to provide a personalized experience for each consumer based on their wants and needs. You will receive initial training and training throughout your tenure, so you’ll be equipped to handle customers’ wants and needs with ease.
What you’ll need to succeed:
Ability to Type 45 WPM
Proficiency with Grammar
Excellent communication and active listening skills
Computer proficiency, including the ability to easily navigate and toggle between multiple screens, while typing at the same time
Troubleshoot basic computer issues
Energy, Enthusiasm, and Professionalism
Detail-Oriented, Customer-Focused, and Career-Oriented
Customer Service Experience is a Plus
Bilingual or MultiLingual is a plus
Weekend availability is required after initial training period
Technical requirements:
Computer Requirements & Peripherals
6th Generation Intel® Core™ i3 Processor or newer running at a minimum of 2.00 GHz
Windows 10 OR Mac OSX operating system with latest updates
4GB of RAM minimum. 8GB preferred
15" monitor or larger; each with 1080p or greater resolution (a second monitor is preferred and will be required after hitting 60 days)
Webcam or integrated camera on laptop or ipad/phone.
A webcam privacy cover is highly recommended when the webcam is not in use.
Up-to-date active virus and malware protection software and a properly configured, working firewall.
Google Chrome browser with latest updates
Hard-Wired Broadband internet connection. Internet connectivity needs to be stable and fast enough to support video conferencing. Proof of 10mbps download x 2mbps upload (at a minimum) speed and reliability will be required.
What we offer:
Competitive Pay: starting at $12.50/hr + shift differentials+monthly bonus opportunities
Robust training and on-going support - to help you feel confident servicing our customers
Tuition Reimbursement
Paid Time Off: Accruals: 0-1 yr=12 days, 1+yrs to 3 yrs=18 days
Flexible Full-Time Structures
Growth opportunities, further your career with ActivEngage
Excellent Medical, Dental, and Vision Benefits
Earn extra $ with our Employee Eagle referral program!
An engaging WFH atmosphere
A Fun, Friendly, People-Focused Culture
What you can look forward to achieving:
Because when you're at your best, so are we. Earn a sense of pride when you successfully help a customer and push your career/knowledge further in the meantime. Working at ActivEngage means gaining the experience to explore different career options - from customer service and training to management, marketing, and more.
What to to expect- next steps for selected applicants:
1. 15-20 minute phone conversation. We want to get to know you! This is also the perfect time to ask any questions you have about the position.
2. Email a screenshot of your satisfactory technical requirements (those details & instructions will be sent to you).
3. Zoom interview with our Hiring Managers. Applicants will need to demonstrate compliance with WFH technical requirements + at-home setup.
4. Final stage for selected applicants: Meet & Greet! Have fun with us in a casual zoom call, learn a little bit more about our culture as well as how we stay connected & engaged while working from home!
Our next training session begins on July 12th, 2021. Training will last approximately 3 weeks and will run from the hours of 9am-6pm. We are currently hiring for the following shifts: 8am-5pm, 9am- 6pm, and 12pm- 9pm. These shifts are based on business needs and are subject to change.