Call Center Representative (Onsite)

Responsible for supporting our client’s customers through inbound phone calls, email, chat, and other communication channels as required. Agents will be scheduled accordingly, with the expectations of exceeding/meeting in all areas of quality and performance. Agents will be required to exceed/meet key performance metrics and client service level agreements (SLAs).

Essential Job Functions

• Ability to meet and maintain set standards for calls answered per hour, average talk time, and average after-call work time.
• Ability to meet and maintain quality standards through call quality monitoring, work error rates, soft skills, and telephone etiquette.
• Effectively communicates through both written and verbal context.
• Delivers an exceptional customer experience across all client brands.
• Resolves customer’s product or service situations, utilizing available tools/resources, processes, and soft skills.
• Strives for first-call resolution.
• Ability to multi-task and efficiently support the needs of each customer interaction.
• Works well independently, as well as cohesively with a team to reach desired departmental goals and expectations.
• Displays strong problem-solving skills, with the ability to determine when necessary to escalate a call for proper resolution.
• Ability to complete assigned and self-directed work in a timely and efficient manner.
• Keeps customer and company information confidential.

Competencies

• Building Customer Loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.
• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Decision Making – Gathering information, and assessing alternative resolutions.

Expectations

• Responsible for performing daily tasks through our mission statement and core values, “Putting the customer first, always!”

Education

• High School Graduate or General Education Degree required
• Associate Degree or Higher Degree preferred

Experience

• 1-3 years of call center experience preferred

Qualifications

• Excellent problem-solving skills.
• Ability to multi-task.
• Strong typing skills.
• Basic technical skills.
• Excellent time management skills.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Types: Full-time, Part-time

Pay: From $15.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift

Ability to Commute:

• Mishawaka, IN 46545 (Required)

Work Location: In person

Salary : $15