Job Summary
We are currently looking for a User Experience Phone Specialist to join the Marketplace Experience team. As a User Experience Phone Specialist, you will be responsible for communicating with our customers as it relates to Customer Retention campaigns. To start, you will be conducting welcome to the platform' calls to first time hiring clients in order to set the foundation for successful job outcomes. We look for great people who are driven to achieve extraordinary results and want to make a positive difference through their work.
Candidates should have 3+ years of experience in customer service, preferably in a call center type environment. Candidates should be very familiar with the Upwork platform and understand the needs of successful Upwork users; clients and freelancers alike.
Must be highly accomplished at communicating with executives and business owners through excellent verbal and written communication skills. Successful applicants will have an exceptional ability to empathize with and listen to customers. Experience providing online product demos would be a huge advantage.
Primary Duties:
Help support users by employing active listening skills to understand their experience using the platform
Identifying customers' needs, clarify information, researching issue and providing solutions and/or alternatives and engage customers by going the extra mile to help them be successful.
Ability to provide user with education and best practices on how to use the platform and be successful
Relay complex information in a manner that is easily understood by a novice
Resolve users concerns regarding Upwork and with specific contracts by utilizing effective listening and critical thinking skills
Recommend potential solutions through use of Upwork's products or services to users by collecting information and analyzing customer needs
Speak to users warmly and empathetically
Advise on company information and other FAQ
Keep records of all conversations in our database in a comprehensible way by updating data in Salesforce
Additional qualifications/ requirements include:
Minimum score of 5 on English Vocabulary Skills Test and Telephone Etiquette Certification Test
Laptop with a min of 8GB of RAM or any PC with a modern CPU with antivirus software that meets the following minimum requirements:
Windows 10,8.1, 8 and 7
Mac OS X10.8 and later
Linux Intel (x64)
Experience making and receiving calls using Skype, phone or other online communication software
Reliable, high-speed Internet connection
Quiet working environment is a must
Ability to keep a consistent working schedule
A noise cancellation headset is needed for this position.
Please also be sure that the details of your previous experience are included in your profile before applying.
Please include your Internet provider, Operating System, connection type details, and headset model as the first line of your cover letter.
SH: 5/2
