Affil Spprt Ctr - Support Spec

Location: Hybrid - Americus, GA

About the role

Provides high-level administrative support in the contact center, assisting with quality assurance, escalated issues, and continuous improvement. In this role, you’ll help resolve complex customer concerns, support new team members, and work with IT and operations to improve the service experience.

Responsibilities

• Handles advanced or escalated customer service requests and complaints.
• Assists with quality monitoring and process documentation.
• Supports new staff training and onboarding.
• Compiles and reviews service and performance reports.
• Coordinates with IT and operations for system/process issues.
• Maintains and updates customer account and order information.
• Provides input on workflow improvements.
• Ensures compliance with regulatory and organizational procedures.

Requirements

Typically requires high school diploma or equivalent; first level university degree (e.g., associate’s) or professional certificate. At least 7 years of related experience.

Preferred Qualifications

• Associate’s degree or certificate in a related field.
• Experience in a customer support or call center.
• Familiarity with billing and order processing systems.
• Experience in process improvement.

Benefits

HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.

Pay

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. For work locations in the US, the annual hiring range for this position is: $23.65 $35 USD.