Contact Center Operations Representative (Part-time)

Job Description

This is a part-time position working approximately 30 hours per week. Candidates must have full availability for shifts scheduled between 7:30 a.m. and 5:30 p.m., Monday through Thursday, and between 7:30 a.m. and 6:00 p.m. on Fridays.

Core Job Requirements/Outcomes

• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics, NPS scores, quality assurance score and adherence to schedule.
• Utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement.
• Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
• Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.

Qualifications

• Education: High School Diploma or equivalent required.
• Job Experience: Minimum of two years customer service experience, preferably in a contact center environment.
• Software Skills: Proficient knowledge of MS Office programs including Outlook, Word and Excel.
• Other Skills: Strong written and verbal communication skills. Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred.

Physical Demands

• Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions

• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
• Exposure to high-stress, fast-paced, deadline-oriented environment.

Benefits

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here or here: https://stcu.org/here-for-good/about-stcu/careers/benefits

Pay

Salary range: $20.42 - $28.58 per hour