Summary:
As a Call Center Representative, you will be supporting our client's customers as a first point of contact and resolving questions/complaints concerning their accounts. We will rely on you to actively listen to our clients' customers, byutilizing your customer service experience, passion, and creativity to meet their needs and deliver a world-class experience across every interaction you have with them. In this role, you will not only be there to help customers with their account issues, via telephone, email and/or website inquiries from our valued customers but also provide them with exceptional service.
What you will be doing:
- Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 40 to 50 calls are expected daily).
- Respond to all customer inquiries by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
- Identify customer needs to ensure the customer is provided complete and accurate
- Acknowledge and resolve customer complaints and difficult situations.
- Process required transactions via web-based applications.
- Submit research requests in a concise yet accurate
- Maintain a thorough knowledge of the company and client programs, policies, and technology.
- Communicate effectively in a warm and empathetic manner.
- Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
- Provide support to other positions/operations in cases during heavy workloads or absences.
What you get:
- Full Time Employment
- This position is full-time (40 hours/week). Employees must be flexible to work any of our 8-hour shift schedules during our business hours.
- Business/Operations Hours: Monday – Sunday, 24/7
- Hourly Rate of $15.00 starting on day one
- Shift differential of $1.00 per hour
- Weekend Shift Differential $1.50 per hour
- Incentive Plan
- Provides the opportunity to earn up to an additional $350 a month contingent upon meeting all metrics (call quality, attendance, and schedule adherence) after
Paid Training
- Training Schedule: Monday-Friday (8:00am-5:00pm)
- Career Growth Opportunities
- Great Work Environment
Benefits
- Vacation, Sick Time, and Holiday Pay
- Medical, Dental, Vision, Life Insurance, and additional benefits (eligible on day one)
- 401K
People who succeed in this role have:
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- Strong commitment and work ethic.
- Consistent attendance with ability to meet work schedule including the required training period.
- Successful completion of Conduent 3-to-6-week new hire paid training program.
- Effective and accurate written and verbal communication skills.
- Effective problem-solving skills.
- Can navigate multiple applications/screens and research solutions with this would include navigating multiple computer systems and platforms.
- Love helping people and guiding them to the best solution for their issue.
- Are excited by innovative.
- Provide calm conflict resolution and problem solving for frustrated.
- Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.
Required Qualifications:
- Must be at least 18 years of age or older.
- Must have a High School Diploma, or equivalent.
- Six months minimum experience in call center, customer service and/or dispatcher experience.
- Customer Service experience.
- Working knowledge with computer and Windows personal computer applications, which includes the ability to learn new and complex computer system applications.
- Must be able to successfully pass a criminal background check.
Preferred Qualifications:
- 1+ years of previous call center experience