Job Description

Position Location: 100% Remote Michigan  Work hours are scheduled based on the Eastern time zone.

Faneuil is a Continuum Global Solutions LLC company based in Hampton, Virginia that provides outsourced business processing solutions for an extensive client portfolio that includes both commercial and government entities. Faneuil operates as a separate subsidiary under Continuum Global Solutions, LLC.

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional. 

Are you an exceptional listener who AIMS HIGHER.REACHES FARTHER when it comes to challenges solving problems? Can you ACT BOLD.BE PASSIONATE with your impressive communication skills, and willingness to help others? Can you BE ONE.HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION ?

JOIN OUR TEAM TODAY!  

We are hiring remote Customer Service Representatives who will deliver excellent customer service and create sustainable value for customers via phone, email, chat, and correspondence. Representatives will handle service requests, billing explanations, service and energy conservation advice, and explain company policies and procedures, as well as terms and conditions. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. You must possess a positive personality with a desire to understand concerns, build trust, and show your care for every customer.

RESPONSIBILITIES:  

• Actively listen to customers to understand their concerns, needs, and build a rapport that will make them feel heard and cared for

• Provide essential support in navigating the customer’s bill and explaining it in simple terms to the customer
• Discover solutions using tools and resources to help meet the customer's needs

• Empathize and resolve concerns to simplify the customer’s experience 
• Navigate through multiple computer applications with speed & accuracy 
• Adapt and extend support hours to assist those customers in need during electricity outages/issues, storms or other weather-related circumstances

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 10 Mbps Download Speed & 5 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services) 
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use) 
• Dedicated, Quiet, & Secured Workspace with No Distractions 
• A USB Wired Headset with Noise Canceling Microphone 

ADDITIONAL REQUIREMENTS:  

• 18+ Years & High School diploma or its equivalent

• Minimum of 6 months to 1 year of call center experience (Utilities industry a plus)
• Self-driven and able to focus on the same task/objective for long periods of time
• Exceptional customer service, active listening, and verbal and written communication skills 

• High computer proficiency & overall technical knowledge
• Open availability between 8:00am-10:00pm Monday through Friday Eastern standard time + holidays, weekends, & extended/peak hours during storms/natural disasters
• Professional positive attitude & courteous telephone etiquette
• Customer focused personality and the motivation to achieve goals
• Must pass client performed background check and assessments in training

BENEFITS & PERKS:  

• $15-16 per hour + Overtime during peak needs
  • If Bilingual in Spanish $16-17.50 per hour
• Access up to 50% of your pay immediately after your shift 
• Health Insurance (Medical, Dental, Vision) & Other Benefits 
• Pet Insurance 
• Paid, Virtual Training 
• Remote work environment 
• Opportunity for Professional Development

About Continuum Global Solutions, LLC

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.  Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA) .

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com .

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