Contact Center Agent

Job Overview

JOB DETAILS

REQUIREMENTS

• Excellent communications skills both verbal and written.
• Experience using MS Office and Teams.
• 1-3 years of previous experience in a call center or customer support role.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Positive attitude, team player mentality, and willingness to learn and adapt.
• Strong attention to detail, time management, and decision-making skills.
• Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center.
• Ability to demonstrate empathy and professionalism.
• Maintain a reliable internet connection on a designated computer in a quiet, secure, confidential workspace.
• Willingness to work flexible hours to support business needs and various time zones.
• Maintains regular, punctual attendance, and follows company timekeeping policy.
• Ability to partner with your leaders and meet performance standards based on feedback from your direct supervisor. (One on one coaching, on the spot coaching feedback, annual reviews, etc.)
• Previous experience in a Disaster Recovery call center, however, is not required. (Important due to the nature of our projects in Emergency Services and Disaster Management Services)
• Case management experience preferred.
• Contact center software familiarity (preferred system.
• High school diploma or equivalent.
• Excellent communication skills, both verbal and written.
• Willingness to work flexible hours, including nights and weekends, as needed.

RESPONSIBILITIES

• Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns. Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Follow communication scripts and provide product and service information to customers.
• Maintain up-to-date knowledge of program policies, procedures, and project updates by completing required training in a timely manner.
• Adhere to all call handling procedures, including protocols for verifying identity and protecting caller privacy and sensitive information.
• Research required information using available resources.
• Process orders, forms, and applications efficiently and accurately.
• Escalate complex issues to the appropriate department or leadership for resolution.
• Maintain customer records and update databases with relevant information. Document all call information according to standard operating procedures, and time frames.
• Recognize, document, and alert the management team of trends in customer calls.
• Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary.
• Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
• Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.
• Perform clerical or administrative tasks.

• Perform other duties as assigned.
• Complete all required compliance training as required.

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