This role is only for candidates in the state of AZ only

Job Description

Our people are at the center of everything we do. We deliver high-quality customer experiences for organizations across the globe and are committed to supporting the growth and success of our employees.

About the Role

The Customer Service Representative supports programs such as customer inquiries, surveys, database entry, and market research. In this role, you will communicate with customers across multiple channels, including phone and email, in a professional and timely manner.

This is a structured position that requires continuous availability. You must be able to work from a dedicated, distraction-free environment.

Key responsibilities include handling inbound and outbound interactions, accurately updating systems, and maintaining data integrity. This role also supports quality standards and ensures all program requirements and performance expectations are met.

Key Responsibilities

• Handle high-volume inbound and outbound customer interactions (phone and email) while maintaining professionalism and quality, in a timely manner
• Ability to thrive in a high-volume, fast-paced environment, managing back-to-back customer interactions
• Accurately document interactions and update internal systems and program databases
• Follow established processes and detailed program guidelines
• Maintains composure under pressure and demonstrates resilience in high-stress situations
• Effectively de-escalates frustrated or upset customers, delivering professional and empathetic resolutions
• Identify and escalate program or data issues to appropriate leadership when needed
• Meet or exceed performance metrics, quality standards, and program requirements
• Support quality assurance efforts and contribute to overall team and contact center performance goals
• Guide customers in using online tools and promote self-service and digital adoption
• Work collaboratively across programs and support multiple lines of business as needed

Skills & Qualifications

• Ability to quickly learn, retain, and accurately apply program knowledge
• Strong critical thinking and “outside-the-box” problem-solving skills
• Excellent communication skills with the ability to convey information clearly and confidently
• Detail-oriented with strong data entry accuracy
• Self-motivated with the ability to work independently in a structured environment
• Reliable with strong attendance and accountability

Technical Requirements

• Provide your own computer (Windows 11 required; no Mac, Chromebook, or mobile devices) - NO Tablets or ThinkPads
• Minimum 8 GB RAM (16 GB recommended)
• At least 237 GB total storage with 100 GB free space
• Webcam (built-in or external)
• USB wired headset with mute and noise-canceling features
• A private & secure area in your residence where you will work your shifts - that is completely free of all distractions.

Internet Requirements:

• Minimum speed: 50 Mbps download / 10 Mbps upload (100 Mbps download preferred)
• Must use a reliable/major internet service provider (no mobile/5G or hotspot connections)
• Connection must meet quality standards (including low latency for clear calls)
• Must have a reliable backup plan in place for internet outages (e.g., alternative secure connection/location)
• Candidates will be required to complete a speed test during the hiring process

Employment Conditions

Employment is contingent upon successfully passing a comprehensive background screening. All candidates must undergo and pass a thorough background check, which may include verification of employment history, education, criminal records, and other relevant checks.

On your first day, you will review, sign, and agree to a training agreement that includes a strict attendance requirement. Failure to meet the expectations outlined in the training agreement may impact continued employment.

Equal Employment Opportunity Statement

Valor Global is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status in accordance with applicable laws.

Pay: $17.50 - $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program

Application Question(s):

• What is the best email address to reach you?
• What is the best phone number to reach you?
• What is your zip code?
• Who is your internet service provider?
• We will not approve any time off within the first 90 days. Do you have any pre-planned obligations?
• Do you have a Windows based/operating computer?

Work Location: Remote