About Company
Shell is a global group of energy and petrochemical companies with an average of 93,000 employees in more than 70 countries. Our innovative approach and commitment to sustainable energy solutions are at the heart of everything we do. We aim to meet the world’s growing demand for energy in ways that are economically, environmentally, and socially responsible. Our customer-centric philosophy drives us to provide exceptional service and build lasting relationships with millions of customers worldwide. Joining Shell means becoming part of a diverse and dynamic team that is dedicated to making a positive impact on the energy landscape and in the communities we serve. We believe in nurturing talent, fostering a culture of inclusion, and empowering our employees to drive change and innovation. Discover a career with Shell where your contributions power progress.
Job Description
Are you passionate about helping people and looking for a rewarding career that offers the flexibility of working from home? Shell is seeking dedicated and empathetic individuals to join our Customer Service team as a Work From Home Representative, based out of New Britain, Connecticut. In this vital role, you will be the friendly voice of Shell, providing exceptional support and assistance to our valued customers across various channels, including phone, email, and chat. Your primary responsibility will be to resolve inquiries, troubleshoot issues, and provide accurate information regarding Shell products, services, and loyalty programs. This is more than just a call center job; it’s an opportunity to build meaningful connections, solve problems creatively, and contribute directly to Shell’s reputation for outstanding customer care.
Working remotely means you’ll have the autonomy to manage your workspace, fostering a productive environment right from your home office. We value self-starters who possess excellent communication skills, a keen eye for detail, and a genuine desire to go above and beyond for every customer. You’ll receive comprehensive training to equip you with the knowledge and tools necessary to excel in this role. Our robust support system ensures that even while working independently, you are always connected to your team and leadership. If you thrive in a fast-paced environment, enjoy tackling new challenges, and are committed to delivering top-tier service, we encourage you to apply. Join Shell and become a crucial part of our mission to deliver reliable energy solutions and outstanding customer experiences, all from the comfort and convenience of your home.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Resolve customer complaints and issues efficiently and effectively, escalating complex cases when necessary.
- Provide accurate information about Shell products, services, and promotional offers.
- Process transactions, update account information, and manage customer records with precision.
- Document all customer interactions and resolutions accurately in the customer relationship management (CRM) system.
- Maintain a high level of product and service knowledge to ensure first-call resolution where possible.
- Adhere to company policies and procedures, including data privacy and security guidelines.
- Collaborate with team members and other departments to improve customer satisfaction and operational efficiency.
- Participate in ongoing training and development programs to enhance skills and knowledge.
- Contribute to a positive and supportive team environment, even in a remote setting.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency with computer systems, including CRM software and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed internet connection and a quiet, dedicated home workspace.
- Empathy, patience, and a positive attitude when interacting with customers.
- Minimum of a High School Diploma or GED.
Preferred Qualifications
- Previous experience in a customer service or call center role, preferably remote.
- Experience with energy sector or fuel loyalty programs.
- Bilingual proficiency (e.g., Spanish/English).
- Familiarity with various digital communication platforms.
- Associate's degree or higher.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement within a global company.
- Employee assistance program (EAP).
- Employee discounts on Shell products and services.
- Flexible work-from-home setup.
- Access to a supportive and collaborative remote team environment.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to Shell’s official careers portal where you can find this and other relevant positions. Please ensure your resume highlights your customer service experience and your ability to thrive in a remote work setting. We look forward to reviewing your application!