Seasonal Community Advocate Specialist

Position Summary

We are hiring temporary seasonal help for our Customer Advocate Specialist position to join our support team. We are looking for passionate individuals who want to work 40 hours a week assisting teachers, PTA's, and schools across the country with the Treering application via phone. Your primary responsibility will be working with our current user base, assisting them in customer support and technical support requests while working with the Treering application. It will include a one-week training class you must pass with a 90% grade and final instructor approval. The second week will include a one-week nesting period in which you will have to keep a 90% or above QA score, follow correct procedures, and adhere to protocol to stay with Treering. Upon hire, personal references will be needed, and a background check will be conducted.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Providing timely and accurate answers to customer questions.

Helping to resolve customer issues received via phone and email.

Guiding customers in the creation of their yearbooks and/or custom pages for their children.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Minimum of 1-2 years of phone customer service, inbound preferred.

Able to provide World Class Customer Service -- capable of being patient, accurate, compassionate, responsive, and responsible.

Able to evaluate, troubleshoot, and follow up on customer issues.

Efficiently replicate and document customer issues for further escalation.

Field incoming phone calls from our customers.

Empathy for the customer

Exceptional verbal and written communication skills

Yearbook design/creation experience a plus

Yearbook classroom experience a plus

Physical Demands and Work Environment 

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Regular and consistent attendance and the ability to sit and work with hands and arms for at least eight (8) hours per day and five (5) days per week.

Stand and move throughout the home office.

Have consistent and reliable attendance.

Proficient interpersonal relations and communicative skills in English;

Auditory and visual skills – Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Ability to work overtime occasionally at the last minute.

Home Office Requirements:

Laptop or Desktop

Must be compatible with either Windows or Mac OS:

Windows Requirements:

2.33GHz or faster x86-compatible processor (or Intel® Atom™ 1.6GHz or faster for netbooks)

Browser: Google Chrome

Memory: 512MB of RAM (1GB recommended for netbooks)

Graphics: 128MB of graphics memory

Mac OS Requirements:

Intel Core™ Duo 1.83GHz or faster processor

Mac OS X versions 10.6–10.9

Browser: Google Chrome

Memory: 512MB of RAM

Graphics: 128MB of graphics memory

Two monitors or one large monitor (32 inches or larger).

Webcam - A functioning webcam for video conferencing.

Reliable Internet - A strong and stable internet connection is required. Hardwired connections are preferred for optimal performance.

Recommended for the best experience:

Octane 2.0 score: 30,000 or higher

Network latency: 150 ms or less

Download speed: 3 Mbps or greater

Memory: At least 8GB of RAM (3GB available for Salesforce browser tabs)

Minimum requirements:

Octane 2.0 score: 20,000 or higher

Network latency: 200 ms or less

Download speed: 1 Mbps or greater

Memory: At least 5GB of RAM (2GB available for Salesforce browser tabs)

To test your Octane 2.0 score, latency, and download speed, use the Octane 2.0

Workspace - A desk (or table) and a comfortable chair to ensure a productive working environment.

Expected Hours of Work

The employee will be expected to work 40 hours per week and must be available and reachable during their designated hours, Monday through Friday.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.