Call Center Representative

William Everett is a 10 year certified minority and women-owned business enterprise headquartered in Chicago. William Everett consulting is trusted by institutions, governments, and Fortune 500 technology companies to help them adapt, evolve, and improve performance.

We are currently seeking a skilled & experienced Call Center Representative to join our team! The individual hired will join a fantastic opportunity to work with a great team at Utility Billing and Customer Service Center, handling customer requests and inquiries. This position is remote after training so long as the expectations of the role and workspace are met.

Essential Job Functions:

• Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
• Service 6 contacts per hour.
• Educate and inform customers on account related billing questions, concerns and requests.
• Provide proper resolution that fully meets all policies, procedures and protocols.
• Research and analyze inquiries taking appropriate action in resolving their billing situation.
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Troubleshoot when necessary with patience.
• Perform application navigational guidance by walking the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record any notable events and problems and their resolution.
• Pass on any feedback/suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements

• High School Diploma or equivalent, required.
• Associates Degree or some college experience, preferred.
• Minimum of 1-3 years of experience in a similar customer facing environment with similar functions.
• Familiarity with call center scheduling, performance metrics and KPI goal setting.
• Strong verbal communication demonstrating a clear and polished tone, speaking ability and service skills, including proficiency in typing business correspondence via email.
• Computer literate with PC knowledge and the ability to navigate through multiple applications with ease.
• Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum.
• Excellent written communication skills
• Willing to submit to a criminal background check.
• Authorized to work in the US for any employer
• Commutable to the Chicagoland area

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Workspace/Location Requirements

• The preferred location for this role is in downtown Chicago.
• This role can be 100% remote so long as the candidate meets the remote technology, system and workspace requirements.
• The remote assignment can end based on the needs of the organization, in which case the individual hired would need to be in the office full-time
• Remote employees must provide their own internet access and use a hardwired ethernet connection at speeds at or above 50 Mbps. WiFi connections are not allowed.
• Google Chrome or Microsoft Edge browsers should be accessible.
• The environment necessary for the role is in one in which one could complete all tasks and/or service their customers with minimal distractions and will not interfere with the normal course of business or work.
• Background noise should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
• The remote worksite must be at the same location each day and management must be notified of any changes.

William Everett is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.