Call Center Agent

CDR Maguire, Inc., a national engineering and emergency management firm, is hiring multiple Call Center Agents to provide crucial support for a large-scale emergency management mission. This role will be responsible for handling inbound and outbound calls, answering questions and inquiries, troubleshooting problems and handle complaints regarding products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.

Essential Functions:

• Answering phone calls from customers professionally and responding to customer inquiries and complaints
• Required researching information using available resources
• Handling and resolving customer complaints regarding product sales to customer service problems
• Providing customers with the organization's service and information
• Processing forms, orders, and applications requested by the customers
• Identifying, escalating priority issues and reporting to the high-level management
• Routing inbound calls to the appropriate resources
• Following up with complicated customer calls where required
• Completing call notes and call reports as necessary and updating them in the computer
• Obtaining and evaluating all relevant data to handle complaints and inquiries
• Recording details of comments, inquiries, complaints, and actions taken
• Managing administration, communicating, and coordinating with internal departments
  
  
  

Requirements

• Experience working with Emergency Management or 911 Dispatch Preferred
• High school diploma or equivalent
• Flexible schedule open availability to work 24x7 (hours to be determined)
• Experience in dealing with the public over the phone
• Proficient in Outlook, Microsoft Suite which includes Word, Excel, etc.
• Excellent verbal and written communication skills, especially to a diverse range of audiences and settings
• Able to react effectively and calmly in emergencies
• Able to maintain customer confidentiality
• The ability to make decisions
• The ability to handle multiple tasks while working in a fast-paced environment and meet deadlines
• Ability to deal with high pressure
  
  

CDR Maguire is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.