Contact Center Agent, Online - Full-time / Part-time

This position reports to a Contact Center Supervisor and, is responsible for providing customer service and support. Being the first point of contact for the company, they set the tone for future company interactions driving customer retention and satisfaction. This position supports customers by phone to assist with transactions and providing company related information with:

• Strong verbal communication skills.
• Knowledge of company products and services.
• Dynamic ability to handle multiple tasks and other duties as assigned.

Support Contact Center:

• Maintaining professional attitude and behavior while communicating with customers and co-workers.
• Ability to accurately type 35 corrected word per minute (WMP).
• Ability to follow and understand directions quickly.
• Ability to work with multiple computer programs.

Influence and Manage Verbal Communication:

• Utilize effective approaches when handling special telephone tasks such as: transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Apply appropriate communication skills to effectively control telephone calls.
• Ability to take care of the customers' needs while following company procedures.
• Continuously building positive rapport with customers over the phone.

Drive Initiatives:

• Capability to ethically incorporate daily the Contact Center monthly goals and initiatives.
• Able understand and embrace new company initiatives and adjusted workload.
• Answers inbound phone calls and responds to inquiries in a manner which meets high quality, productivity and other performance standards.

Maintain Positive Interactions:

• Delivers individualized customer service with professionalism, courtesy, efficiency, and accuracy.
• Capability to continuously acclimate well with a diversity of personalities and individuals.
• Strong verbal communications, problem solving, time management and organizational skills.
• Characteristics of being dependable and trustworthy.
• Dynamic organization to handle tasks as assigned.

Job Authority

Supervision Exercised: None

Level of Supervision Received: Direction as Needed, General (Daily and/or weekly)

Responsibility / Authority

• Relationship: Customers, co-workers, Contact Center leadership.
• Equipment: desktop computer, keyboard, mouse and access to network printer.
• Money: No cash handling

Equivalent Education Level Required: A high school diploma or GED.

Experience Required: 1-2 years of prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry required. Experience working in a customer service focused position.

Knowledge Required: Excellent verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships. Flexibility to understand company initiatives and goals that may adjust as needed.

Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Ability and willingness to work hours between 7:30am and 11:00pm Mon - Friday and 9-6 on Saturdays with future Sunday hours later in the year.

Travel: No Travel

Attire: Professional attire (as required by company standards).

Other: Must be eligible to work in the USA and able to pass a background check, drug screen, and reference checks.