Call Center Representative (Hybrid)

Scope

This position involves taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with questions regarding their account.

Looking for individuals who are dependable and committed to quickly resolving needs while providing excellent service to company account holders.

Once hybrid.

• Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data services. The equipment will not function consistently or with sufficient quality on these services/methods.
• Minimum of 50 mbps download speed and 25 mbps upload speed.
• Ethernet connection is required.
• Ability to setup and install workstation equipment within 8–12 feet of modem/router. Workstation must be plugged directly into router with the cables provided by the company. Two ports are needed for one workstation setup.
• Do not attempt to use a longer cable — equipment will not work satisfactorily.
• Internet service providers will install additional hard-wired connections in desired locations upon request; any associated expense is not provided or reimbursed by the client.
• Your desk must have adequate space for two monitors, a phone, keyboard and mouse.
• Workspace must be free of distractions (family members, children, barking dogs, TV, etc.).
• Previously established/installed high-speed internet connection (non-satellite) which is not public or shared; client will not provide it or reimburse for it.

Training

• Training is Monday–Friday, 7:30 am – 4:00 pm EST.
• Training duration is 15 working days consisting of 10–11 days of trainer-led instruction and OJT plus 5 working days of field exercises on the phone.
• Classes are Monday–Friday.
• The days and times of your skill training and your permanent schedule are different.
• Immediately after completion of training, trainees will go through 10 working days of nesting. During nesting, you will be taking calls, have one-hour debriefs and receive extra procedural guidance. You will work the training schedule during nesting.
• After nesting, you will work your assigned shift and schedule (Mon–Sat or Sun–Fri) and must meet teleworking guidelines including satisfactory performance and attendance.
• Approximately 10 business days after nesting, you will attend 12–15 days of bridge training where you will learn the rest of your skills. The scheduled time of this training will be different from your regular shift.
• Successful completion of bridge training is required to be considered for conversion to a full-time employee.

Normal Shift After Training

• The current regular shifts available after training are Mon–Sat or Sun–Fri.
• Flex schedule: candidates must be open to working the weekend (Saturdays or Sundays).
• Start times are flexible between 11:00 am and 12:30 pm.

Position Expectations

• This position involves taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with account-related requests.
• Looking for individuals who are dependable and committed to quickly resolving needs while providing excellent service to account holders.
• Opportunities for conversion are based on business need, tenure, dependability, and performance.
• There is a possibility your 6-month contract is extended while waiting for conversion opportunities to arise.

Qualifications

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills; professional phone voice.
• Proficiency with computers and strong typing skills.
• Ability to ask prying questions and diffuse tense situations when needed.
• Strong time management and decision-making skills.
• Adaptability and accountability.

Schedule

• Representatives will get their schedule two weeks ahead of time.
• Scheduled five days a week.
• Must be flexible.

Pay

$21.50 / hr