Call Center Agent

Call Center Agent
Work Hours: Open availability across all 7 days
Pay: $16.00 Hourly
Job Type: Full-time

Position Summary:

Provides high-level customer service solutions to all customers/clients daily. Handles both inbound and outbound queues, chat queues, and email queues, per the campaign assignment. Uses the tools provided by AnswerNet and the client to properly document all customer interactions while maintaining a sense of integrity regarding both the company and the customer.

Responsibilities and Requirements:

• Must have the ability to be conversational and professional with customers

• Must be able to follow a script verbatim

• At LEAST 1 YEAR OF CALL CENTER EXPERIENCE IS REQUIRED

• Must be willing to learn our call center software systems

• Must be mentally flexible: showing a willingness to support a variety of programs, including the ability to quickly shift from one program to another. This may include supporting blended environments in which multiple inbound and outbound campaign calls run simultaneously.

• Highly Coachable: showing the ability to accept and quickly implement constructive feedback from leadership to effectively improve agent performance to attain goals

• Attend regular Quality Calibration and feedback sessions with leadership

• Other duties as assigned based on business and client needs.

Essential Skills and Experience:

• Must be a peer leader: exemplary attendance, positive attitude, professional conduct and high-level customer service skills

• Must be a strong communicator: strong verbal, written, and interpersonal communication skills

• Solution-Oriented CSR: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience

• Computer Skills: familiarity with Windows, Microsoft Office, and the ability to quickly learn new software with provided training.

• Flexibility with scheduling and work hours

• Other requirements which may vary as determined by management.

• Driven by Success: the want to constantly innovate and push yourself, and your team, to being the best in the industry

Valued but Not Required Skills and Experience:

• One year or more previous high-volume Contact Center experience

• Experience in both inbound and outbound environments

• Chat and Email support in a customer service environment

Physical Demands and Work Environment:

The following are required in order to perform the essential functions of the job. Reasonable accommodations may be available to individuals with disabilities.

• Speaking

• Working at a desk for long periods of time

• Using a computer nearly all of the time

• Typing

• Using hands for tools and machines requiring manual dexterity and agility

• Good visual and auditory skills

• Air and vehicle travel as needed

• Other demands which may vary as determined by management

WAH EQUIPMENT NEEDED:

• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)

• Hard-wired high-speed internet connection (ethernet cable)

• USB-connected Headset

• Webcam

• A quiet dedicated place to work free from distractions, including pets and children.