Call Center Representative

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

📋 Description

• Manage a high volume of incoming customer interactions while providing outstanding customer service.

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

• Leverage internal resources, knowledge bases, job aids, and available tools to resolve customer issues and achieve a high one-call resolution rate.

• Conduct thorough research on issues before deciding whether escalation is necessary.

• Maintain effective call control while showcasing empathy, professionalism, and active listening skills.

• Ask insightful questions to uncover root causes and identify suitable solutions.

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

• Precisely summarize each customer interaction within the CRM or ticketing system.

• Document the troubleshooting steps taken, research conducted, actions completed, customer education delivered, and final resolution.

• Keep concise, detailed, and accurate notes outlining what occurred during each interaction.

• Attach relevant documentation to customer cases when appropriate.

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

• Monitor email and Microsoft Teams communications throughout the workday without needing reminders.

• Quickly adapt to evolving client processes and operational requirements.

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

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

⛳️ Requirements

• High school diploma or GED is mandatory.

• At least two (2) years of recent experience in inbound contact center customer service.

• Background in a high-volume contact center setting.

• Capability to quickly learn various campaigns and adapt to changing business processes.

• Strong troubleshooting and critical thinking abilities.

• Excellent documentation and organizational skills.

• Proficient verbal and written communication skills.

• Exceptional customer service and interpersonal skills.

• Ability to multitask across multiple systems simultaneously.

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

• Strong attendance record and reliability.

• Familiarity with CRM platforms and contact center software.

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

🏝️ Benefits

• Paid Time Off

• Paid Holidays

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Career development opportunities

• Cross-training opportunities

• Permanent full-time employment