Customer Service Representatives/Streaming Services - Remote

As a Customer Service Representative at Sutherland, your primary responsibilities will include connecting with customers to assist them with their streaming service inquiries, resolving technical issues, and providing information about products and services. You’ll need to utilize your strong communication skills to create a positive experience for customers, turning their frustrations into solutions.

To qualify for the Customer Service Representative position at Sutherland, you should have a high school diploma or equivalent and a minimum of one year of customer service experience. Strong written communication skills and the ability to type at least 35 words per minute are essential. Your interest in technology and streaming services will also be a significant asset.

At Sutherland, we provide comprehensive paid training for our Customer Service Representatives. This training covers everything you need to know about our systems, customer interaction strategies, and technical support protocols to help you succeed in your role. This preparation ensures you are well-equipped to provide excellent service right from day one.

As a Customer Service Representative at Sutherland, you can expect a variety of benefits including competitive pay at $15.25 per hour, medical, dental, and vision benefits, generous PTO, and a 401k plan. Moreover, we take pride in our promote-from-within policy, with opportunities for career advancement throughout our organization.

Yes, the Customer Service Representative position at Sutherland is remote, allowing you to work comfortably from your home while serving customers. This flexibility makes it easy to balance your personal and professional responsibilities while delivering exceptional service.

When faced with a frustrated customer, it's essential to remain calm and empathetic. Start by listening to their concerns without interruption. Acknowledge their feelings, and reassure them that you’re there to help. Then, ask clarifying questions to understand the issue fully and provide a solution that meets their needs. This approach not only resolves the situation but also creates a genuine rapport with the customer.

In your response, provide specific examples of past customer service roles where you successfully addressed customer inquiries and resolved issues. Emphasize your ability to adapt to different customer personalities while maintaining a positive attitude, as this showcases your suitability for the Customer Service Representative role at Sutherland.

When answering this question, highlight your passion for helping others and the joy you find in turning challenging situations into positive experiences. Share anecdotes that showcase your enthusiasm for customer interactions, like a memorable time when you positively impacted someone's day.

Discuss specific technical skills that are relevant to the position. Mention your familiarity with help desk ticketing platforms, knowledge of streaming services, and any experience using Salesforce or related software. Effective communication of these skills will show your readiness to tackle the technical challenges faced by Customer Service Representatives.

Provide an example of a successful team project or goal where you played a key role. Highlight your collaboration and communication skills, emphasizing your ability to support colleagues and contribute to collective success, which aligns well with Sutherland's team-oriented approach.

Explain your method for prioritizing tasks, such as using a triage approach where you address urgent issues first, followed by other inquiries. Discuss how effective time management and organization play a vital role in ensuring all customers receive timely responses, reflecting your capability in a fast-paced environment.

In such a situation, assure the interviewer that you would calmly tell the customer that you want to provide them with the best possible assistance and that you'll either research the answer right away or escalate the inquiry to someone who can provide the necessary support. This demonstrates your commitment to customer satisfaction.

Discuss your openness to feedback by explaining how you've effectively used constructive criticism to improve your skills in previous roles. Emphasize your commitment to personal growth and your proactive approach to making positive changes based on feedback, which will show Sutherland your willingness to learn and adapt.

Speak about Sutherland’s commitment to employee growth and its positive work culture. Mention how the values of the company align with your personal career goals, and express your excitement about helping customers in the ever-evolving streaming industry. Highlight the aspects of Sutherland that resonate with you.

Share your approaches, such as following technology news, participating in online forums, or engaging with communities related to customer service and streaming technology. This demonstrates your proactive nature and interest in providing informed assistance in your future role at Sutherland.