Call Center Representative

Job Summary
F.H. Cann & Associates, Inc. (FHC) is a Business Process Outsourcer for its client, you are considered a Customer Service Representative on behalf of FHC to provide customer service essential functions for designated clients. In this role you may be transferred to other client divisions or positions – which can include Back Office Processing & Quality Assurance duties (handling or reviewing inbound/outbound phone calls and chats), admin work, data entry, etc. – based on client needs, at any time. Should this occur, additional training would be provided on an as needed basis.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Answer inbound chat communications serving as "Live Chat" assistance on website.
• Operate multiple applications, databases, and computer programs.
• Offer superior customer service, soft customer service skills.
• Adhere to quality review of task handled, note accuracy.
• Assist with inbound documentation scanning and mailing processes.
• Adhere to FHC performance Key Performance Indicator Expectations.
• Provide feedback to management regarding concerns and trends.
• Maintain high adherence, occupancy, & utilization within systems, and daily activities.

Skills
- Strong customer service skills with the ability to handle various client needs
- Proficiency in computerized systems for data entry and information retrieval
- Bilingual proficiency, especially in Spanish, is a plus
- Excellent typing speed and accuracy
- Prior experience in call center operations is beneficial

- Strong phone etiquette and active listening skills

- Critical thinking – using logic and reasoning to identify strengths and weaknesses of alternative approaches, conclusions, and/or problem resolution ideas

-Multi-tasking abilities, including time management, problem resolution, and communication

-Ability to communicate information and ideas in a precise, timely manner

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Evening shift

Application Question(s):

• Are you available to work a fulltime schedule between the hours of 2pm -10 pm Monday- Friday every other Saturday 12-5pm?
• Do you have high-speed home internet service with required minimum 25 MBPS upload/download? Yes, or No?
• You will start the security clearance process on day 1 of orientation. You must complete the eApp and submit all required docs immediately, to have your security clearance prior to the training start date. This process can take up to 6 weeks to clear.
• Do you live in or within 50 miles of Springfield, MA? (this is required) Must be able to travel to a central location in Massachusetts, on a predetermined date to complete security clearance for employment. Yes, or no?

Experience:

• Call center: 1 year (Required)
• Typing: 1 year (Required)
• Microsoft Outlook: 1 year (Required)
• Data entry: 1 year (Required)
• Customer service: 1 year (Required)

Location:

• Springfield, MA (Required)

Work Location: Remote