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Call Center Specialist

4 months ago

Phoenix, United States BCforward Full time
BCforward is currently seeking a highly motivated Call Center Specialist at Phoenix, AZ.

Job Title: Call Center Specialist

Work Location: Phoenix, AZ, 85007

Expected Duration: 6 Months Contract

Pay Rate: $22,21/hr on W2

Position Type: Onsite Job

M- F; 8 AM - 5 PM

Estimated Start Date: ASAP

Position Description

The purpose of this position is to provide support to constituents, including education administrators and staff, community members, education partners, and the families of Arizona students. This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to handling inbound calls, addressing help desk tickets, managing email inquiries, providing comprehensive assistance on the general program inquiries. The primary duties for this position include the following: - Answer inbound calls, HelpDesk tickets, and email inquiries related to the agency program - Provide thorough and comprehensive assistance for general program inquiries - Accurately document account interactions and maintain detailed records - Responsible for researching and applying all related program policies and procedures, statues, and related rules, and escalating concerns when necessary - Collaborate on special project as assigned Located at the agency's South campus, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual.

Skills Required

This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.

Technology- Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office applications and Windows (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines

Knowledge in: Customer service principles and practices - Proficient understanding of call center technology and software

- Applicants must have experience with high volume customer service Skills in: - Utilizing critical thinking skills and logical reasoning to gather pertinent information

- Strong organizational skills with attention to detail - Exceptional verbal and written communication

- Active listening and problem-solving - Multi-task and prioritize responsibilities in a fast-paced environment

- Proficiency in documentation and record-keeping

- Proficient in Microsoft Office suite, specifically Outlook and MS Teams Ability to: - Multi-task and thrive in a fast-paced, performance-driven environment with a high level of accuracy

- Work independently

- Conduct thorough research and implement program policies, procedures, and regulatory guidelines

- Communicate and engage with others in a considerate and respectful manner

- Effectively answer inbound calls, HelpDesk tickets, and email inquiries promptly - Capability to collaborate with team members and efficiently direct calls to appropriate personnel

- Identify and escalate notable concerns or issues - Occasionally participate in special projects and initiatives

Skills Preferred

Phone: CISCO Finesse and CISCO Jabber multi-line experience. Language- Bilingual (Spanish fluent, speaking/reading/writing).

Experience Required

Minimum of one year experience in assisting customers in a call center setting.

Experience Preferred

Preferred, prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.

Education Required

High school or equivalent, or higher.

Education Preferred

Preferred, Associate's degree or higher.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 224539 when responding to this ad.