Customer Service Representative

**Customer Service Representative**

at GTL Altoona, PA GTL is currently seeking **Customer Service Representatives** to join our growing team. The responsibility of the Customer Service Representative will be to provide direct support to GTL customers. While in this critical position, you will have the opportunity to utilize your computer knowledge and customer service skills providing solutions for our customers challenges.

Various shifts available.

**Responsibilities:**

* Professionally handle a high volume of incoming calls to help facilitate, analyze and resolve (i.e., troubleshoot) customer issues; strive to resolve customer issues via one call resolution guidelines and/or escalate as appropriate

* Answer inbound customer service calls through telephone IVR dialer system

* Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products, services and account support

* Answer customer calls and actively listen to identify the issue

* Build strong customer relationships

* Use judgement and decision-making skills for account actions

* Maintain quality account documentation

* Handle confidential customer financial information

* Resolve customer issues being submitted via our research tool

* Document and track all customer call-related information in organizational platforms for auditing, reporting and compliance purposes

* Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner.

* Meet goals and objectives as set by management for call center environment

* Adhere to the Fair Debt Collections Practices Act at all times

**Qualifications:**

* A High School Diploma or general education degree (GED) is required

* Excellent verbal and written communication skills

* Strong customer service focus with a commitment to customer satisfaction

* Strong listening skills

* Ability to problem-solve

* Ability to navigate through multiple computer applications with speed and accuracy

* Proficient in Microsoft Windows OS and Microsoft Suite; confident in navigating multiple screens simultaneously in the Windows operating system environment and call center software; ability and willingness to learn and gain proficiency in new software systems; basic keyboarding skills 30-40 words per minute

* Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure

* Ability to work in a fast-paced environment

* Ability to work independently and in a team environment

* Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies

* Ability to pass all background checks required by GTL and customer

* Maintain a positive attitude

* Ability to relate to customers in a professional and courteous manner

* Excellent attention to detail

* Various work schedules are available. Shift schedules are subject to change as business needs change. Schedule flexibility is required (to include weekends, evenings, possible holidays and occasional overtime)

* Ability and willingness to accept feedback from all stakeholders to align to successful customer service; professional growth and development.

* Previous experience in customer support, technical support or working in a call center environment is desirable

*GTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.*

*GTL is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic or category protected by federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.*

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10. Target Salary/Compensation

By clicking "Yes", I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief. I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment. I understand that this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment. I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment. *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at GTL are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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