Hawaii Contact Center Agent

3 weeks ago

Hawaii County, United States Tidal Basin Full time
Job DescriptionJob DescriptionTHIS IS A TEMPORARY FUTURE EMPLOYMENT OPPORTUNITY

Position Summary:
Do you like making an impact on someone’s life? Can you work under pressure? If so, our Contact Center Agent position may be perfect for you, and we invite you to apply for future opportunities As a Contact Center Agent, you will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently. The ideal candidate should possess excellent communication skills, patience, and the ability to multitask in a fast-paced environment in our state-of-the-art contact center while supporting a federal and state government contract. If you enjoy helping others, you will find this role to be challenging and rewarding. This position is remote, requiring a quiet, secure, and confidential workplace and a consistent minimum internet speed of 100 Mbps download and 40 Mbps upload.

This position is exclusively available to residents of Hawaii. Applicants must be currently residing in Hawaii and demonstrate proof of residency to be considered for this role.
Job Duties and Responsibilities include:
  • Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns.  Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
  • Identify customer needs, research issues, resolve complaints, and provide solutions using applicable software.
  • Follow communication scripts and provide product and service information to customers.
  • Research required information using available resources.
  • Process orders, forms, and application efficiently and accurately.
  • Escalate complex issues to the appropriate department or leadership for resolution.
  • Maintain customer records and update databases with relevant information Document all call information according to standard operating procedures.
  • Recognize, document, and alert the management team of trends in customer calls.
  • Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary.
  • Complete and maintain call logs and reports.
  • Assist customers by researching issues, exploring answers, and providing information and alternative solutions.
  • Adhere to department and company policies and procedures.
  • Adhere to established customer service and documentation standards within required time frames.
  • Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
  • Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.
  • Perform clerical or administrative tasks and other duties as assigned.
  • Complete required annual training.

Contact Center Agent Qualifications and Skills
  • Proficient in relevant computer applications.
  • Knowledge of customer service practices and principles.
  • Excellent data entry and typing skills.
  • Superior listening, verbal, and written communication skills.
  • Ability to handle stressful situations appropriately.
  • Positive attitude, team player mentality, and willingness to learn and adapt.
  • Strong attention to detail, time management, and decision-making skills.
  • Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center.
  • Ability to demonstrate both empathy and professionalism.
  • Maintain a reliable internet connection on your designated laptop in a quiet, secure, confidential workspace.
  • Willingness to work flexible hours to support business needs and various time zones. 
  • Maintains regular, punctual attendance following timekeeping process, is reliable, and follows through with responsibilities.

Preferred:
  • Previous experience in a Disaster Recovery call center, however, is not required.
  • Case management experience preferred.


Required:
  • High school diploma or equivalent.
  • Excellent communication skills, both verbal and written. 
  • Ability to adhere to all company policies and procedures.
  • Willingness to work flexible hours, including nights and weekends, as needed.

Collaborative Culture:
  • “Well-being is at the heart of everything we do. We are all equals. Equally empowered, trustworthy, and down to earth. We collaborate to provide the best solution and become partners with our clients and the communities we serve. We are stronger together.”

Upon hire, secondary employment must be disclosed and approved.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.
Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.
 

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