Customer Service Representative / Call center rep - Remote

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Posted 8 days ago United States Salary undisclosed
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Job Description

Pay: $15.00/hour
Training hours: 2 weeks, Monday through Friday, 9 AM to 5:30 PM EST
Training Start Date: 11/15/2021
Hours of operation after training: Monday through Friday 7 AM to 6 PM, EST
Location: Remote, open to anyone in EST and CST (Please include location at top of resume)

Work From Home Requirements: - Quite space to conduct business - Broadband/DSL internet connection with the ability to hard wire connect through an ethernet cord - provides all equipment needed, the only things not provided are a desk and a chair - Workstation in home should have the space needed for 2 24 inch monitors and a desktop computer - Attendance required 100% through training
Equipment Distribution: - Equipment will be shipped
Under moderate supervision, provides excellent customer service with timely and accurate information and service to policyholders, lenders and agents for products and programs. May independently solve problems of limited scope and complexity. Performs in a fast-paced, high-production, high-volume environment that focuses heavily on customer service. Work is driven primarily by inbound calls and communications. Job Responsibilities · Help customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast paced call center environment. This is done by identifying and providing services and solutions by processing payments, updating customer information, updating billing information, verifying coverage for third parties, resolving Right Track inquiries, utilizing available tools to identify and transfer cross sell opportunities to Licensed Sales Center and assisting . · Provides first call resolution for aligned work and routes customers to the appropriate party to resolve inquiries not conducted by team. · Support agent/customer relationships; maintain each agency's brand. · Maintain accurate data in appropriate systems to reflect account activity. Tracks and captures information and data per department guidelines. · Adhere to standard operating procedures and consistently utilizes resources provided. · Stay updated and properly executes upon newsflashes, new workflows and processes. · Uphold our customer care standards by achieving individual goals on average handle time, after call work, quality, adherence, leads, ILTR, NPS and reliability. - HS or GED equivalent is required

Job Requirements:
  • Manage call center representatives and call performance
  • Perform call center follow-up
  • Perform other call center duties
  • Prepare call center performance reports
  • Report daily call center stats
  • Assist with supporting call-center
  • Selling services to consumers who call the call center
  • Maintain call center database by entering information on every call
  • Provide support for call center agents on escalated calls
  • Provide backup call center management
  • Plan for call center technologies
  • Receive inbound calls from customers
  • Impacting call center performance to management
  • Lead an exceptional call center team
  • Manage the daily call center operations
  • Resolve inbound customer calls regarding account
  • Maintain call center database by entering information
  • Define inbound call readiness state
  • Processing customer transactions in a call center environment
  • Maintain call center database by recording call outcomes and disposition