What are the responsibilities and job description for the CONTACT CENTER AGENT position at AOS Staffing?
MUST RESIDE IN DELAWARE
18.00 per hour
18.50 Per Hour Bi-Lingual
Monday-Friday 11am-7 : 30pm EST
Monthly Parking is provided
Training on site for 4 weeks, after training the position will be remote
Must provide your own equipment which includes a working webcam
TECHNICAL / OFFICE REQUIREMENTS As a general guide, these are some of the technical requirements that may be expected for a home-based call center Agent.
MacIntosh computers (macbooks) and Chromebooks are not permitted for remote workers.
Desktop PC, or Laptop PCs Some minimum requirements for computers often are : 1. I3, I5, I7 and I9 four generation
At least Windows 10 operating system
8GB of RAM
Sound card, speakers
15 and up monitor
Virus and spyware protection software and a working firewall
Resolution requirement on any laptop or monitor needs to be 1920 X 1080
2. Broadband internet connection. DSL and cable Internet service to the home must be at least 6 mbps (Megabits per Second) download and 3 mbps upload. This will ensure proper connectivity with The Chicago Lighthouse's corporate data and voice network.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO :
Adhere to the Privacy Act as it relates to the confidentiality of information released;
Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;
Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer;
Make recommendations according to customer's needs. Ability to empathize with and prioritize customer needs;
All payments and adjustments must be posted to customers' accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases;
Gather data from customer and other resources as needed for problem-solving and communicate to customer;
Open, split and close customer I-PASS accounts in accordance with training guidelines;
Navigate between three (3) or more systems and tools to assist and service customers;
Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations.
Any other duties as deemed necessary by supervisor.
QUALIFICATIONS :
Five Panel Drug Test
Background check
Must provide State ID
High School diploma or equivalent required;
Must be able to speak English clearly and professionally;
1 to 2 years contact center experience preferred;
1 to 2 years customer service experience required;
Bilingual English / Spanish a plus;
Must be able to type a minimum of 25 words per minute with at least 90% accuracy;
Must have intermediate computer skills and the ability to navigate through multiple data screens;
Must have excellent communication skills and be able to multi-task;
Must pass all assessments or test associated with position.
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