Call Center Representative

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Manage incoming customer service inquiries and occasionally make outbound follow-up calls.

• Assume full responsibility for customer interactions from beginning to end whenever feasible.

• Utilize internal resources, knowledge bases, job aids, and tools to address concerns and achieve a high rate of one-call resolutions.

• Investigate issues and assess if escalation is required.

• Maintain control of calls while exhibiting empathy, professionalism, and active listening skills.

• Pose probing questions to uncover root causes and identify suitable solutions.

• Navigate over 15 web-based applications, multiple browsers, and dual monitors while assisting customers.

• Accurately document every interaction in the CRM or ticketing system.

• Record troubleshooting steps, research findings, actions taken, customer education, and final resolutions.

• Attach relevant documentation to customer cases when necessary.

• Adhere to client, state, and company policies while upholding quality and compliance standards.

• Monitor email and Microsoft Teams communications throughout the working day.

• Adjust to evolving client processes and operational needs.

• Meet expectations regarding productivity, quality, attendance, and schedule adherence.

• Provide support for phone and chat channels as business demands dictate.

• Engage in progressive cross-training across various client campaigns and maintain proficiency across qualified initiatives.

⛳️ Requirements

• High school diploma or GED is required.

• At least three (3) years of recent inbound contact center customer service experience within the last six years.

• Experience in a high-volume contact center setting.

• Ability to quickly learn multiple campaigns and adapt to changing business processes.

• Strong troubleshooting and critical thinking abilities.

• Excellent documentation and organizational skills.

• Strong verbal and written communication capabilities.

• Exceptional customer service skills.

• Ability to multitask across various systems simultaneously.

• Capability to type 50 WPM accurately while conversing with customers.

• Strong attendance record and reliability.

• Familiarity with CRM platforms and contact center software.

• Must successfully pass employment verification, professional reference checks, criminal background screening, drug screening, and remote system verification.

• Windows 11 desktop or laptop computer, no more than two years old.

• Minimum 16 GB RAM.

• Capability to support dual monitors and wired headset connections.

• Ethernet hardwired internet connection.

• Minimum download speed of 50 Mbps and upload speed of 10 Mbps.

• Functional external keyboard and mouse.

• Virus protection and firewall software must be installed.

• A backup internet solution, such as a mobile or personal hotspot, is required.

• Must complete typing, internet speed, and remote system compatibility verification.

• Availability for an 8-hour shift between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday.

• Full attendance is required for one-day orientation and five business days of initial training.

• Regular attendance is mandatory during the first 90 days.

• Flexibility regarding schedule, coverage, breaks, call types, and campaign assignments is necessary.

🏝️ Benefits

• Paid Time Off

• Paid Holidays

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Cross-training opportunities

• Permanent full-time employment

• Backup internet solution supported for remote work requirements