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Call Center Representative II

3 months ago

West Columbia, United States US Tech Solutions Full time

Job Title: Call Center Representative II

Location: Columbia SC, 29223

Duration: 6+ Months (Possible Contract to Hire)

Job Description:

· Onsite position only. Will select candidates from resume review. All candidate selections will be completed no later than Tuesday, 6/25.

· No Time Off during the training and blackout dates, please do not submit them to the request. No onsite cafeteria. Does have vending machines.

· Dress code is business casual - no exceptions. Will move to the Percival Road or gpc facility after the completion of training at the NetBank facility. Can't miss more than 8 hours during training.

· If there are gaps within their work history, please provide a reason. This is a call center/customer service with a heavy call volume. Need to be fine with being on the phones.

· We work weekends starting October 1 – March 31 and we try to rotate weekends so that it is not every weekend. Expect to work at least two out of four. 2. October 1 – March 31 OT is expected during high volume weeks, but the weeks are typically 40hrs a week outside of those weeks.

· All Candidates Will Be Scheduled to Report On Monday, 7/15

Responsibilities:

· Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.

· Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management. Provides feedback to management regarding customer problems, questions, and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed. Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards. Assist with the training of new employees and cross training of coworkers.

Experience:

· 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

Skills:

· Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently.

· Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

Education:

· High School Diploma or equivalent