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Customer Service Representative - Work From Home job in La Vista at PayPal

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Customer Service Representative -  Work From Home at PayPal

Customer Service Representative - Work From Home

PayPal Omaha, NE, NE Full-Time
$16.75/ hour
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* Temporarily work from home due to Covid*


We have two different Customer Service roles available. Review the requirements for each to see what role is best suited for you.


As a Customer Service Teammate, your responsibilities will be to create effortless experiences by assisting our customers in issue resolution with helpful, efficient, and accurate answers to their questions. A successful teammate exhibits strong written and verbal communication skills, excels at customer interaction, delivers practical solutions, thrives in a quick-paced, ever-changing, ambiguous, and collaborative team environment.

As a Teammate you will:

  • Confidently answer contacts, through multiple channels (i.e., Phone, Email, Chat), from customers of our company’s products and services.
  • Champion the customer’s issues and work on their behalf to achieve a resolution to queries.
  • Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
  • Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
  • Balance the needs of the customer and business while driving loyalty and long-term value.
  • Escalate customer contacts, as necessary. Forward customer feedback regarding feature requests, product gaps, policy, and/or process pain points.
  • Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products, and services.
  • Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email, or chat. Ensure new consumers and merchants acknowledge general PayPal-related policies and processes and facilitate them to activate transactions.
  • Develop and maintain cross-functional proficiency within selected departments, including buyer product information, Compliance, and Risk Operations.

To be successful in Product and Site Support:

· Proactively guide and address customer questions throughout entire contact regarding but not limited to, PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices, and simple Integration Support.

· Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding of the features and benefits of PayPal products to improve their satisfaction and expand their relationship with PayPal.

Experience:

  • 2+ years’ experience within a financial service industry or call center environment in one of these areas is required: Technical or Product Support, Financial services industry, and/or Fraud or Risk Experience.
  • Sales experience (commission-based, quota-based, up-selling, cross-selling)
  • Comfortable working in a high pressure, target-driven, and fast-paced environment
  • Skill with telephone sales techniques specifically up-selling additional products/solutions
  • Ability to multitask using multiple systems and tools to identify and problem solve.
  • Ability to manage time effectively and to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours.
  • An excellent written and verbal communicator with the ability to build and maintain strong working relationships.
  • Proficiency with MS Office, Internet, and a good knowledge of databases

To be successful in Disputes and Claims:

  • Proactively use customer information to educate, negotiate, and reposition available options.
  • Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding of our PayPal Protections Policies.
  • Proactively guide and address customer questions regarding but not limited to; PayPal Products, Resolution Center, Purchase Protection, Seller Protection, Claims Management Processes, Chargebacks, Policy, Procedures, and complete Issue Resolution.

Experience:

  • 2+ years’ experience within a financial service industry or call center environment with direct customer contact in one of these areas is required: Financial services industry and/or Fraud or Risk Experience
  • Comfortable working in a high pressure, target-driven and fast-paced environment
  • Ability to multitask using multiple systems and tools to identify and problem solve.
  • Ability to manage time effectively and to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours.
  • Time management and adherence to schedules
  • An excellent written and verbal communicator with the ability to build and maintain strong working relationships.
  • Proficiency with MS Office, Internet, and a good knowledge of databases

Education:

  • High School Diploma or equivalent required

Shifts/Training:

    • 100% attendance is required throughout training.
    • Training is always Monday – Friday.
    • Shifts can vary weekdays/weekends between the hours of 6 am - 8 pm. Expect non-traditional shifts.

PayPal Benefits: (All Benefits start on Day 1)

  • Medical, Dental, and Vision.
  • After 5 years of service, you get a 4 week paid sabbatical.
  • Community Involvement.
  • Educational Assistance.
  • And Many Many MORE…

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.


PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us.

  • Handle incoming customer service calls
  • Dispatch incoming customer phone calls
  • Accept customer calls and return customer
  • Maintain customer service related information for customer accounts
  • Ensure quality customer service and customer satisfaction
  • Maintain customer service voicemail and return customer calls
  • Provide customers with superior customer service
  • Provide customer service for internal customers
  • Capturing customer information and answering customer inquiries
  • Resolve inbound customer calls regarding account
  • Take customer orders and provide high-quality customer service
  • Make out going customer service calls
  • Work with customer service manager to ensure proper customer service
  • Resolve any customer service issues
  • Answering inbound calls and providing excellent customer service
  • Provide customer support and handling customer inquiries
  • Combining excellent customer service skills
  • Assure quality customer service to all customers
  • Provide exceptional customer service to all customers
  • Provide superior customer service with all customer

Recommended Skills

Customer Satisfaction
Customer Service
Handle Customer Escalations
Listening Skills
Telephone Skills
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