Work From Home - Escalation Support Trainee

Job Description The Contact Center for Enterprise Holdings, EAN Services, LLC currently has several openings for full time Work from Home Escalation Support Trainees . Enterprise Holdings is the parent company of multi-billion dollar brands Enterprise Rent-A-Car, Alamo Rent-A-Car, and National Car Rental. As a Work from Home Escalation Support Trainee, you will be responsible for providing exceptional customer service support to both internal and external customers with questions related to rentals and other escalated situations. This includes, but is not limited to, researching reservations, communicating branch policies, and processing special requests. This team uses strong problem solving and excellent customer service skills to resolve escalated calls and customer complaints transfered from other contact center representatives as well. We are looking for individuals with call center experience who thrive on a challenge and truly want to provide services that exceed the expectations of each and every one of our customers. Our ideal candidate is customer-focused, highly detail-oriented, accomplished at resolving challenging situations, has strong negotiation skills and able to consistently produce results. We are looking for extremely reliable individuals who can adapt to change, absorb and apply new information, and who have the determination to learn detailed processes. Must currently live in the state of Arizona Must currently reside in the Phoenix metropolitan area Must have a Bachelor's degree Must have 1 year of call center experience. Please include this experience when completing the application/resume The starting pay for this position is $15.39/hour Training Schedule: 9:00a-5:30pm CST Monday-Friday for 4 weeks (Paid Training) Post training schedules are based on business need and could include afternoon and evening hours All schedules include working at least one weekend day (Saturday or Sunday) and in some cases both weekend days may be required Provide exceptional customer service and communicate information effectively to internal and external customers Complete Escalation Support training and assist with handling customer concerns and escalated calls from customers Become an expert in all systems, applications, policies, and the vehicle rental process for each brand of the company Provide timely and accurate information reflecting a customer-oriented image for the company Use experience to identify customer needs and resolve appropriately, including accurate documentation Adapt to the needs of individual callers by offering options/suggestions to meet their needs Meet or exceed all defined performance criteria Provide support/mentoring/training to other contact center representatives Knowledge/Skills/Abilities: Able to learn quickly in a technical environmnet Ability to remain resilient, exude patience and empathy, and provide excellent customer service when dealing with stressful situations Increased level of problem-solving and decision-making skills Ability to draft professional correspondence through email Ability to utilize multiple computer programs at the same time Exhibit professional, courteous and friendly behavior Ability to probe for additional information in a professional manner Attention to detail and ability to focus on current task while ignoring distractions Ability to work under minimal supervision Accurate typing and data-entry skills Equal Opportunity Employer - Minorities/Women/Veterans/Disabled Bachelor's degree required Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future Must be at least 18 years old Minimum 1 year of continuous work experience at the same employer Minimum 1 year experience in high volume call center environment Minimum 1 year customer service experience; escalation experience preferred Must have intermediate computer navigation skills and basic knowledge of Microsoft Office applications Must have the ability to meet PC and Internet requirements Must be able to work 40 hours per week Must be able to work a structured schedule that could include; day, evening, weekend and holiday shifts Work From Home Requirements: Must live in the state of Arizona Must currently reside in the Phoenix metropolitan area Have permanent residence with a defined working space that is clean, ventilated and quiet Working space with working smoke detector, fire extinguisher, and first aid kit Work From Home Technical Requirements: Computer or PC (No Mac) OS Version: Windows 7, Windows 8, or Windows 10 Computer USB Headset with Microphone High speed Internet access provided by a cable or DSL provider (Satellite broadband does not meet our requirements). Minimum up load speed of 1000 kbps (1.0 mbps) Minimum down load speed of 3000 kbps (3.0 mbps) Use of wireless and WiFi "air cards" is prohibited ** Enterprise reserves the right to verify that your PC meets or exceeds these requirements. For more information about this telecommute job, click here.