Call Center Agent - Employee Service Associate

CTG is seeking to fill a Call Center Agent - Employee Service Associate opening for our client in California.

Location: Remote

Duration: 7 months

Shift: M-F 8am - 5 pm PST (11am - 8 pm EST//10am - 7 pm CST)

Pay: $22.50/hr

Overview:

CTG is growing our Gold Standard Customer service team - if you enjoy working in a fast-paced environment, providing excellent customer service, and working remotely – please apply!

Immediate openings include customer service analysts to handle and resolve questions related to Benefits (Open Enrollment), HR, and Payroll.

Responsibilities & Skills:

• Have experience meeting performance and quality expectations.
• Able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping
• customer satisfaction at the core of every decision and behavior.
• Be a strong problem solver and use all available knowledge base resources to fully troubleshoot and
• resolve whenever possible.
• Manage inbound calls in a timely manner with respect and professional courtesy.
• Manage large amounts of inbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or
• alternatives.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

Qualifications:

• Exceptional Customer Service Skills.
• Excellent communication and interpersonal skills.
• Experience with working in a fast-paced, high-production Call Center environment.
• Experience de-escalating customer concerns and complaints.
• Ability to use Microsoft Office Suite – including OneNote and Excel.
• Previous remote work experience required.
• Strong written and verbal skills to communicate with customers and relay problems to Level 2 support
• and management.
• Aptitude to communicate professionally and respectfully with customers.
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Comfortable using a computer with multiple screens.
• Knowledge of Benefits (specifically Open Enrollment, HR,  and Payroll (highly preferred).
• Familiarity with Salesforce, Peoplesoft, HCM (highly preferred).
• Prior use of Talk Desk, ServiceNow (preferred).

Education:

• High School Diploma

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!