Response Specialist - $18.00/hour + monthly performance-based bonus

Location: Irving, Texas, USA
Work Arrangement: Remote
Job Type: Full time
Department: Customer Support
Salary: $18.00 per hour

Job Description

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are
leading a new era of audio entertainment and services by delivering the most compelling subscription and
ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go
with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly
connected to the voices, stories, and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and
purposeful songs, stories, sounds and insights through some of the best programming and technology in
the world. Our critically acclaimed, industry-leading audio entertainment encompasses music, sports,
comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees
plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM Connect

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers,
delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25
years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide
safety, security, and convenience services to millions of vehicle owners across major automotive brands.
Our teams are continuously working to develop leading-edge technology that can not only add
convenience to the daily lives of so many drivers across the country but our advancements in safety and
security could also help save their lives.

How you’ll make an impact:

If you are looking for an opportunity to help people, through this position you can fuel this passion by
providing vehicle owners convenience, safety, and security services which can help save lives. You will
accomplish this by managing incoming customer calls from landline and in-vehicle applications. These calls will include automatic
collision notifications, emergency situations, stolen vehicle location requests, points of interest
destinations, roadside assistance, remote phone applications troubleshooting, or general customer
service. You may also be asked to enroll customers’ subscription packages with the main objective to
retain, sign up, or downgrade/upgrade subscription services.

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.

What you’ll need:

• Language Skills: Fluent in English with exceptional written and verbal communication abilities.
• Experience: 1–2 years of customer service experience, preferably in a contact center environment.
• Education: High school diploma or GED required.
• Performance Metrics: Proven ability to meet and exceed targets such as Customer Service Excellence, Quality Assurance, Average Call Duration, productivity, and attendance.
• Customer Retention: Skilled at driving retention through proactive service and effective solutions on every call.
• Interpersonal Skills: Strong ability to collaborate across organizational levels and engage effectively with diverse customer profiles.
• Communication: Excellent verbal communication and active listening skills; professional phone demeanor with strong etiquette.
• Composure Under Pressure: Calm, collected, and effective in handling stressful or high-pressure situations.
• Active Listening: Strong ability to extract critical details from callers quickly, even when communication is unclear or chaotic.
• Work Style: Able to work both independently and as part of a team; comfortable under close supervision when needed.
• Attention to Detail: Strong focus on accuracy, time management, and sound decision-making.
• Emotional Resilience: Capable of managing stressful calls involving distressed or panicked individuals while maintaining professionalism.
• Empathy & Compassion: Balances efficiency with a human-centered approach, reassuring callers in distress.
• Customer Focus: Demonstrated commitment to delivering outstanding service and supporting internal clients.
• Multitasking: Capable of managing multiple tasks in a fast-paced environment without sacrificing performance.
• Flexibility: Willingness to work a flexible schedule based on business needs.

Technical Proficiency:

• Adept at navigating multiple systems simultaneously.
• Proficient in Microsoft Office Suite (Word, Outlook).
• Strong overall computer literacy, with a minimum typing speed of 30 WPM and the ability to talk and type simultaneously.
• Solid math skills.
• Work Environment: Dedicated, distraction-free home workspace with reliable internet service and consistent hardwired ethernet connection.
• Authorization: Must have legal authorization to work in the United States.

What’s in it for you?!:

• 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.