Customer Care Associate

2 weeks ago

Carrollton, Georgia, United States SMI USA Full time
CUSTOMER SERVICE REPRESENTATIVE

Systems & Methods, Inc. (SMI)

SMI stands as a leading technology provider in the human services sector, delivering innovative solutions for intricate service operations. To uphold our esteemed position in this competitive landscape, we seek individuals who are not only technical and creative but also client-oriented and dedicated to going the Extra Mile. With over five decades of experience as a family-owned business, SMI treats its employees and clients as part of an extended family. Our culture emphasizes teamwork, commitment, empowerment, and a robust work-life balance. We provide an optimal environment for professional growth and success while ensuring competitive compensation and benefits. As a multi-state administrative private company, we employ over 650 individuals across the United States, relying on our team’s expertise to develop the finest systems and product lines in the industry, fostering continuous innovation. If you are in search of a meaningful and rewarding career, we invite you to consider SMI.

Position Overview:

As a 24/7 call center facility, SMI requires a Customer Service Representative to manage between 100 to 150 inbound calls, often back-to-back, from clients in alignment with our Standard Operating Procedures and contractual commitments. Responsibilities include categorizing all incoming calls and performing additional assigned tasks.
  • Maintain a solid understanding of policies and procedures.
  • Exhibit strong verbal and written communication abilities.
  • Familiarity with modern office practices, procedures, and equipment.
  • Demonstrate excellent interpersonal skills, employing tact, patience, and courtesy.
Communication Methods:
  • Email
  • Phone
  • Chat
Key Highlights:
  • This is a fully remote opportunity with virtual interviews, online training, and work-from-home arrangements.
  • This is a permanent remote position.
  • The compensation rate is $14/hr plus shift differentials.
  • We are seeking candidates for 2nd shift hours (10 am EST to 9 pm EST), which may include nights and weekends.
  • We offer Medical, Dental, Vision, and 401(k) benefits after the first 30 days of employment.
  • Paid Time Off (PTO) accrual begins on your first day.
  • Referral program and opportunities for internal promotions.
SMI will supply the necessary equipment for this role, which must be returned upon separation.

Required Qualifications:
  • High School Diploma or equivalent is required.
  • A minimum of one year of experience in service delivery, customer service, call center technology, or a related field is necessary. An equivalent combination of education and experience that provides the requisite knowledge, skills, and abilities will be accepted.
  • Proficiency in data entry skills, including keyboard, mouse, and 10-key pad.
  • Ability to type at least 35 words per minute; a typing assessment will be conducted during the interview process.
  • Basic knowledge of Microsoft Office is required.
To qualify for this Virtual / Remote Work from Home position, candidates must have:
  • A quiet and distraction-free workspace at home with a desk/table.
  • A reliable, high-speed internet connection with a minimum download speed of 30 Mbps (cable or fiber; no dial-up, satellite, prepaid internet, or cellular hotspots).
  • A smartphone with Android OS or iPhone for user authentication.
  • A personal headset (optional).
Compensation is set at $14/hr.

Applicants must reside in the United States to be considered.

We are an Equal Opportunity Employer and maintain a Drug-Free Workplace.

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