Call Center Agent

Description

Inmate Calling Solutions (ICSolutions) provides inmate telephone service and related technology to correctional facilities throughout the United States. ICSolutions' mission is to focus advanced technology and proven resources into transforming the inmate calling arena. ICSolutions is dedicated to ongoing technology advances delivering market-specific solutions coupled with unsurpassed technical support and customer service. This business philosophy has earned ICSolutions the reputation of being a market leader in this highly competitive and fast-growing segment of the telecommunications industry.

ICSolutions is looking for a highly motivated Call Center Agent capable of providing excellent customer service via answering inbound calls from and completing outbound calls to existing and new customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Set work schedule is Wednesday through Saturday from 8am to 7pm.

Answer incoming calls for Inmate Calling Solutions' Point-of-Sale PrePaid Collect (PSPC) product

Assist customers in a courteous manner by explaining the product offering, quoting rates, opening accounts, and answering general service questions

Enter customer information into Agent Interface and post payments, including interfacing to the Premise Based equipment of necessary

Complete customer investigations and place outbound calls to provide the best possible customer service

Reporting customer' service-related complaints to technical and operational staff for diagnosis and resolution

General accounting duties

Complete other duties as assigned by Call Center Manager

Minimum Requirements

QUALIFICATIONS:

Must be available to work weekday nights and weekends

Must be able to work the following set schedule: Wednesday through Saturday from 8am to 7pm

Must have 2-4 years of customer service experience (experience in a Call Center preferred), and have the ability to handle calls in a courteous but efficient manner

Must have high school diploma or equivalent, some college education is preferred

Must be computer literate and proficient in data entry and e-mail communication

Must type 45 WPM or faster

Must possess excellent verbal and written communication skills - experience with Microsoft Word and Outlook is preferred

Must have the ability to perform basic accounting functions - experience with Excel is a plus

Must have the desire to learn product knowledge and be able to explain products and services accurately to customers

Must thrive in a fast-paced team environment

Attention to detail is a must

Must pass drug screening test, background check, and have satisfactory credit check

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Satisfying Customers with Integrity and Innovation for over 40 years!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.