Contact Center Agent
: Job Details :

A DAY IN THE LIFE OF A CONTACT CENTER AGENT

As a Contact Center Agent, you are the initial liaison between First Onsite and our valued customers. You resolve issues and address inquiries effectively while ensuring their highest satisfaction remains at the core of every decision and interaction. You actively listen to understand their reason for communication, answer their questions, and provide accurate responses in a timely manner. Your dedication to our clients is evident as you provide feedback to management based on your interactions, research, and understanding of our policies and procedures, to not only improve processes but to enhance the overall experience.

With a customer-focused mindset, you contribute to the overall success of our contact center by striving to achieve goals and meet KPIs. You maintain composure in high-pressure situations and leverage your organizational skills to prioritize, meet deadlines, and deliver exceptional results. Through various forms of communication, you receive and analyze work requests to ensure they are dispatched to the appropriate branch with an efficient workflow. You are flexible and adaptable, providing support in different shifts for our 24/7 operation, and thrive in a fast-paced, growth-focused environment. What you do every day contributes to First Onsite's success and satisfaction of our clients.

QUALIFICATIONS

• Excellent problem-solving capabilities
• Basic knowledge of customer service practices and principles with a positive, coachable mentality
• Basic data entry and computer skills
• Adaptable with the ability to multi-task amidst company growth, updated protocols, and process refinement
• One year of experience with inbound, customer service calls preferred
• Must be bi-lingual (English and Spanish)
• Must be willing to work a 3am - 3pm or 3pm - 3am schedule
• High school diploma or equivalent preferred

First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee

Subject to Federal, State and Local laws, regulations and/or ordinances, applicant must be able to pass Background Check and Pre-employment Drug Screen.