Job Details

What you’ll do:

• Answer a mix of incoming calls including those involving emergency situations.
  
• Obtain critical information within active emergency situations, including location, details of the
  incident, injuries, and other potential medical conditions.
  
• Work with emergency response centers such as police, fire, and EMS to assist with emergency
  response dispatch.
  
• Work effectively under pressure and time constraints in a fast-paced environment.
  
• Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability, and empathy.
• Approach service and retention with integrity, compassion, and perseverance.
• Connect and build rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which caters to our customers’ needs.
• Diffuse high-tension situations as the need arises and go above and beyond to create resolutions to issues and customer complaints.
• Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assist customers correctly and appropriately.
• Guide customers effectively and efficiently through technical application challenges and solutions.
• Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• Work on additional assignments/department initiatives as needed.
• Attend additional training as needed to support evolving business needs.

• 1-2 years of customer service experience, preferably in a contact center environment.
• High school diploma or GED.
• Ability to deliver Customer Service Excellence, Quality Assurance, Average Call Duration,
  productivity, and attendance targets.
• Ability to drive customer retention through a proactive service and solution approach on every
  call.
• Interpersonal skills and ability to interact and work with employees at all levels and customers of
  all types.
• Excellent verbal communication and active listening skills.
• Ability to project a professional image over the phone through excellent phone etiquette.
• Ability to remain calm and composed in stressful situations.
• Ability to work independently and in a team environment.
• Ability to work under close supervision.
• Strong attention to detail, time management and decision-making skills.
• Commitment to “internal client” and customer service principles.
• Ability to handle multiple tasks in a fast-paced environment while meeting performance
  expectations.
• Ability to work a flexible schedule as business needs dictate.
• Technical aptitude to navigate multiple systems simultaneously.
• Must have a dedicated home workspace that is distraction free with required internet service
  capabilities that sustain a consistent hardwired ethernet connection.
• Knowledge of MS-Office Suite (Word & Outlook).
• Strong computer skills and minimum typing speed of 30 wpm is required. The ability to talk and
  type will be key to meeting production goals.
• Solid math skills.
• Must have legal right to work in the U.S.

• No daily commute and gasoline expense.
• Monthly $50 internet service reimbursement.
• Multiple medical insurance coverage options effective on your first day of employment.
• Dental and vision insurance coverage.
• Pet insurance.
• Identity Protection insurance.
• Paid Time Off program.
• Health Advocacy program.
• Wellness and Mental Health Services.
• Free SiriusXM and Pandora Subscription and SiriusXM radio device discounts.
• Discount programs for auto, computer hardware, entertainment venues, hotels, loan programs,
  AT&T, Microsoft products, LG appliances and more!
• Shift Differential

At SiriusXM, we carefully consider a wide range of factors when determining compensation. The starting
rate for this position will be $18/hour + monthly performance-based bonus. Additionally, this role might be
eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to
apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect,
professionalism, and cooperation. SiriusXM is an equal opportunity employer that does not discriminate
on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or
citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran
status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.
The requirements and duties described above may be modified or waived by the Company in its sole
discretion without notice.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race,
color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.