Full-Time On-Site Call Center Representative

Position Overview

CALL CENTER REPRESENTATIVE (FULL-TIME)
We are looking for full-time call center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will identify customers' needs, research every issue, provide solutions, and upsell customers on new products and services. There are project openings on government programs as well as some of the most recognizable brands in the world. Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job. Schedules vary by site and project; this is an on-site, entry-level position. While prior contact center experience isn’t required, experience in customer service, technical support, inside sales, or back-office support is a plus. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through problem solving and effective call handling.
• Research systems to find missing information and coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in the appropriate systems.
• Lead fact‐finding discussions to determine the best options for the customer.
• Utilize the knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to the appropriate staff or management as needed.
• Attend meetings and training sessions, reviewing new material to stay up-to-date on program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

Required Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of the Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with team members and customers.

Preferred Qualifications

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

Benefits & Perks

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes ranging from electronics to dream vacations and even cars.
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with additional MEC medical plan options available after 30 days.
• Retirement Savings: Secure your future with available retirement savings programs.
• Disability Insurance: Short-term disability coverage to help protect you during unexpected challenges.
• Life Insurance: Options available to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Significant advancement opportunities with a focus on internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.