Job description

Position Summary: Do you like making an impact on someone’s life? Can you work under pressure? If so, Call Center Representative position may be perfect for you, and we invite you to apply and join our rapidly growing team!

As a Call Center Representative, you will utilize your root cause analysis and critical thinking skills to manage inbound calls in our state-of-art contact center while supporting a federal and state government contract. If you enjoy helping others, you will find this role to be challenging and rewarding.
Job responsibilities and duties
· Answer incoming phone calls and respond to customer’s email.

· Management and resolve customer complaints

· Identify and escalate issues to supervisors.

· Provide product and service information to customers.

· Research required information using available resources.

· Research, identify, and resolve customer complaints using applicable software.

· Process orders, forms, and application.

· Route calls to appropriate department.

· Document all call information according to standard operating procedures.

· Recognize, document, and alert the management team of trends in customer calls.

· Follow up customer calls where necessary.

· Complete call logs and reports.

· Assist customers by researching issues, exploring answers, and providing information and alternative solutions.

· Actively listen to the callers.

· Adhere to department and company guidelines.

· Adhere to established customer service and documentation standards within required time frames/

· Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.

· Perform clerical or administrative task as assigned.

· Other duties as assigned.

Call Center Agent Qualifications and Skills

• High school diploma or equivalent.
• Proficient in relevant computer applications.

• Must be available between the hours of 8:00am – 9:00pm EST.
• 1-3 years of previous experience in customer service.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Polished phone etiquette and grammar and strong computer data entry skills.
• Strong attention to detail, time management, and decision-making skills.
• Must be comfortable working in a fast-paced, high-volume call center.
• Ability to demonstrate both empathy and professionalism.

Preferred:

• Professional Proficiency in English, Spanish and Creole/French languages.
• Previous experience in a Disaster Recovery call center, however not required.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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