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Work from Home Customer Support Agent - GoodHire Support Team #193


At Inflection, our mission is to build trust by harnessing the power of data. To achieve our ambitious goals, we’re growing a diverse and inclusive team of collaborative, adaptable, hard-working people who are passionate about solving problems and achieving success. We’re dedicated to fostering a company culture that’s inclusive, engaging, supportive, and offers a place where employees can grow and thrive.
GoodHire, our primary line of business, is a top-rated provider of background checks, serving more than 80,000 organizations of all sizes. The business is growing rapidly and our Customer Support team is growing with it. As a GoodHire Customer Support Agent, you’ll play a vital role in delivering a great customer experience. You’ll handle all facets of the pre-employment background screening process via phone, email, and chat.
This is a full-time work-from-home opportunity with exceptional benefits. The base pay is $15/hr, with additional earning potential up to $350/month for meeting attainable metrics (16.50+ an hour average!) In addition, the first 4 weeks are paid virtual on-the-job training, from your home office! Training starts Tuesday April 26th, and will be held on weekdays from 9:30a - 6:00p EST / 6:30a - 3:00p PST.
Shifts Available After Training: Sunday - Thursday 6:00 - 2:30 pm PST / 8:00 - 4:30 pm CST / 9:00 - 5:30 pm ESTSunday - Thursday 7:30 - 4:00 pm PST / 9:30 - 6:00 pm CST / 10:30 - 7:00 pm ESTTuesday - Saturday 6:00 - 2:30 pm PST / 8:00 - 4:30 pm CST / 9:00 - 5:30 pm ESTTuesday - Saturday 7:30 - 4:00 pm PST / 9:30 - 6:00 pm CST / 10:30 - 7:00 pm ESTMonday - Friday 5:00 - 1:30 pm PST / 7:00 - 3:30 pm CST / 8:00 - 4:30 pm EST Monday - Friday 6:30 - 3:00 pm PST / 8:30 - 5:00 pm CST / 9:30 - 6:00 pm EST Monday - Friday 8:30 - 5:00 pm PST / 10:30 - 7:00 pm CST / 11:30 - 8:00 pm EST
Job Duties: Our Customer Support Agents quickly adapt to customer needs to deliver a world-class support experience through creative problem solving and a thorough knowledge of how GoodHire Background Screens work.

AS A CUSTOMER SUPPORT AGENT AT GOODHIRE, YOU WILL:

  • Partner with our customers to effectively resolve issues through phone, email, and chat
  • Answer how-to questions and help customers navigate a variety of tools within GoodHire
  • Diagnose issues and advocate for our customers by engaging with our product and engineering teams
  • Collaborate with internal teams and account owners to identify existing customers' opportunities to use self-help to solve issues and answer questions
  • Show composure, resilience, and flexibility as customer needs evolve

YOU'LL BE A FANTASTIC MATCH FOR THIS ROLE IF YOU:

  • Care deeply, genuinely, and passionately about providing a world-class customer experience
  • Are naturally empathetic and articulate their thoughts well
  • Have a clear, professional, and informative communication style
  • Find creative problem solving fulfilling & challenging
  • Are self motivated & eager to learn
  • Thrive in a dynamic & collaborative environment and are comfortable with ambiguity
  • Are open to learning and practicing new processes, communicating new ideas, and committing to the best end result

YOU KNOW YOUR STUFF:

  • High School diploma or 2 years customer support work experience
  • At least six months working in a business office environment is preferred
  • Strong desire to work to your greatest potential and provide excellent customer support
  • Self-motivated
  • Ability to maintain standards of adherence and metric goals
  • A strong command of the English language; both written and verbal. Strong proficiency with the Internet and keyboarding skills. 40 WPM typing is highly preferred
  • Ability to multitask, organize, and prioritize in a fast paced environment
  • Ability to communicate effectively via phone by utilizing active listening skills combined with clear communication to both customers and data providers
  • Ability to communicate effectively via email while using proper grammar and punctuation

WORK FROM HOME REQUIREMENTS:

  • Internet access with at least 25 mbps download speed, and 5 mbps upload speed (10 mbps upload speed required for family households)
  • Inflection will provide the computer, monitors, keyboard, and mouse
  • Inflection will subsidize a portion of your Internet expense
  • Ability to set-up Inflection computer equipment, and connect it to the Internet via ethernet cable preferred
  • Ability to work in a dedicated space with lockable doors and minimal distractions

ABOUT YOU:

  • Some experience in HR, banking, or insurance environments with customer interaction is preferred
  • Strong proficiency with the Internet, including the ability to perform searches
  • Experience with email and voice contacts
  • Strong typing skills and ability to multitask in a fast paced environment
  • A focus on actions and results. Tracking of various actions may be required to assist with trending of customer feedback
  • Experience with being held to metrics and maintaining a high standard of work is preferred
  • Direct work experience in dealing with challenging customers and delivering complex messages that address company needs is highly preferred

TO WIT, INFLECTION OFFERS:

  • Innovative products that customers love
  • Competitive compensation including stock options
  • Comprehensive benefits package including medical/dental coverage, 401K, and life insurance
  • Track record of promoting and hiring internally
  • Fast paced environment with big opportunities for impact
  • Learning & Development funds to enhance and learn new skills
  • Diversity and Inclusion program
  • 3 paid days per year to volunteer with nonprofit organizations of your choosing
  • Ability to dress casually and work from the comfort of your home
  • Stipend for home Internet and office furniture needs
YOU BELIEVE WORK IS ABOUT MORE THAN JUST THE BOTTOM LINE
We don’t want to just be good at what we do; we want to be good for the world. We’ve met rigorous standards of social and environmental performance, accountability, and transparency. We care about all stakeholders, including customers, employees, and the community.
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