Call Center Agent - Global Agility Solutions

About the Role

Global Agility Solutions is hiring entry-level Call Center Agents to join our customer service team. In this role, you will assist customers in an inbound call center environment, handling a variety of customer service and account management tasks to ensure satisfaction and a positive service experience.

Responsibilities

• Answer incoming calls from customers.
• Resolve program or service-related issues, ensuring complete customer satisfaction.
• Assist with account establishment and management.
• Process payments and maintain/update customer account information using the back-office system (BOS) interface.
• Handle disputes and escalations as needed.
• Process payment adjustments and refund requests over the phone.
• Communicate account and program information to callers.

Requirements

• Strong communication skills over the phone.
• Ability to remember and deliver information in a professional manner.
• Experience in customer service, preferably in a call center environment.
• Computer literacy.
• Ability to follow policies, procedures, and regulations.
• Ability to meet or exceed business goals while fostering a team atmosphere.
• Strong customer service skills, including active listening and problem comprehension.
• Ability to exercise independent judgment to identify and resolve problems.
• Ability to work effectively in a structured yet flexible, adaptable, and changing call center environment.
• Ability to execute in a fast-paced, high-demand environment while balancing multiple priorities.
• Ability to navigate multiple computer screens while on the phone.
• Strong analytical skills with high attention to detail and accuracy.
• Bilingual proficiency in Spanish/English preferred.
• High School diploma or GED.

Physical Demands and Work Environment

• Sit for long periods of time.
• Use hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities required include close vision and the ability to adjust focus.
• The noise level in the work environment is usually minimal.

This job description is not exhaustive and may include additional duties as assigned. Employment is contingent on a successful background check, U.S. employment eligibility verification (E-Verify), and drug screen.