Position Overview
We are seeking call center representatives to support customer service and sales projects for a variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers, and up-sell customers on new products and services.
This is an excellent opportunity for you to start your career with our growing team, and with our industry-leading training, you will be sure to grow. Prior contact center experience is not required; candidates experienced in customer service industries are encouraged to apply.
To be considered for this position, you must complete a full application on our careers page, including screening questions and a brief pre-employment test.
Job Responsibilities
In this role, you will handle inbound and outbound calls, providing customer service, technical support, and sales interactions. You will interact with hundreds of customers each week to resolve issues, sell new products, and ensure a best-in-class customer experience.
You will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
Key Duties
* Handle inbound and outbound contacts in a courteous, timely, and professional manner.
* Ensure first-call resolution through problem-solving and effective call handling.
* Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
* Accurately document and process customer claims in appropriate systems.
* Lead fact-finding discussions to determine the best options for the customer.
* Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
* Comply with requirements surrounding confidential information and personal information.
* Escalate customer issues to the appropriate staff and managers for resolution as needed.
* Attend meetings and training to stay up-to-date on program knowledge, systems, and processes.
* Adhere to all attendance and work schedule requirements.
Candidate Qualifications
We provide world-class training to all new employees, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning knowledge into customer wins.
Requirements
* Must be 18 years of age or older.
* High school diploma or equivalent.
* Excellent organizational, written, and oral communication skills.
* The ability to type swiftly and accurately (20+ words a minute).
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
* Basic understanding of Windows operating system.
* Highly reliable with the ability to maintain regular attendance and punctuality.
* The ability to evaluate, troubleshoot, and follow-up on customer issues.
* An aptitude for conflict resolution, problem-solving, and negotiation.
* Must be customer service oriented (empathetic, responsive, patient, and conscientious).
* Ability to multi-task, stay focused, and self-manage.
* Strong team orientation and customer focus.
* The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
* Excellent interpersonal skills and the ability to build relationships with your team and customers.
Preferred Qualifications
* One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
* State or Federal work experience.
Compensation Details
We believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Benefits and Perks
* Paid Time Off: Earn PTO and paid holidays to take the time you need.
* Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars
* Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
* Retirement Savings: Secure your future with retirement savings programs, where available.
* Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
* Life Insurance: Access life insurance options to safeguard your loved ones.
* Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
* Paid Training: Learn new skills while earning a paycheck.
* Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
* Casual Dress Code: Be comfortable while you work.
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Conditions of Employment
Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation
We are committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation to perform the essential functions of the job, please contact Human Resources.
Equal Opportunity Employer
We are an equal opportunity employer and welcome applications from diverse candidates. We do not discriminate against any individual based on their age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.