Responsibilities:

• Answers incoming phone calls from clients, members, subscribers, or the public.
• Responds to questions directly within the scope of the position.
• Routes calls to the appropriate person if necessary. 
• Counsels clients or other callers who are upset or have urgent concerns. 
• Ensure callers have been provided with all necessary paperwork and instructions. 
• Solicits information necessary to respond appropriately or route caller. 
• Performs lookups or extracts records from information system or other files. 
• Educates callers about available services, products, or benefits. 
• Oversees service schedules. Ensures estimates and other information given to the public are current.

Qualifications & Competencies:

• High school diploma or equivalent.
• 1-2 years Call Center Experience 
• Excellent Data Entry skills/- 45-55 wpm minimum 
• Must be computer literate and internet savvy 
• Exceptional written communication skills; and high-quality standard in grammar, punctuation, and written business acumen 
• Excellent oral communication skills: clear diction, tone, and use of proper grammar
• Ability to deliver quality customer service in a high-volume environment 
• Ability to advise and counsel students in a quick and efficient manner 
• Ability to multitask by reading, typing, and navigating through applications while speaking with customers
• Empathetic and active listening
• Positive outlook and enthusiastic attitude
• Conscientious team player
• Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required 
• Dependable, a history of good attendance and punctuality is essential 

Technology Requirements: 

Minimum PC Requirements 
CPU Speed 

• Dual Core 1.2 GHz or better 
• Intel Core i3 or AMD Ryzen 3 or better 

Hard Drive 

• 40 GB or more of available space 
• 100 GB or more of total space 

Memory 

• 8 GB of RAM or better 

Operating System 

• Windows 10 or 11 (No Macs or Chromebooks) 
• Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro 
• Two (2) available USB 2.0 or greater ports 

Minimum Monitor and Accessory Requirements 
Dual Monitors 

• 1280 x 1024 (SXGA) screen resolution 
• 1920 x 1080 (Full HD or 1080p) 

USB Headset with Microphone 

• JPL TT3 Evo Binaural Headset (Headband Boom) with Tough Case and JPL BL-053 P JPL USB 2.0 universal bottom lead with volume and mute function 

Camera 

• Integrated or USB Camera 

Minimum Software Requirements 
Google Chrome** 

• Latest version of Google Chrome for Windows 

**Certain client programs may require specific versions of Microsoft Internet Explorer 

Minimum Internet Connectivity Requirements 
Standard Connection / Speed 

• Hard-wired connection (no wireless) 
• Minimum 45 MBPS download / Minimum 10 MBPS upload 
• Internet connection must not be shared with more than 3 devices in the same location 

Maximum Latency Threshold 

• 120 milliseconds (ms) 

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Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities