Contact Center Representative
About the role
The Agora Companies service 10+ affiliated publishing groups worldwide, focused on developing information and products that help individuals control their own destiny in finance, health, and lifestyle. This role supports our brand promise of providing investors with the tools and guidance needed to easily establish and manage their accounts. It is a full-time position offering more responsibility and growth than a typical customer service role, with no cold calling or telemarketing but an inbound sales component and potential for outbound sales/collections. You’ll work as part of a phone-based customer support team, handling subscriber calls to resolve issues, answer questions, and support informed purchasing decisions. This role requires an initial in-office training and onboarding period of three months, after which employees may transition to hybrid work based on performance criteria.
Responsibilities
- Resolve customer concerns efficiently, ideally on first contact
- Assist customers with account-related questions, product support, and account navigation
- Handle inbound sales calls for newsletter products
- Educate customers on how to avoid future issues and maximize product value
- Retain valued customers through respectful, solution-oriented communication
- Track customer feedback and share insights with internal teams
- Contribute to a customer-centric culture
- Think critically to troubleshoot and resolve issues, and escalate appropriately
- Remain flexible and assist with additional duties as needed
Requirements
- 6+ months of customer service experience, preferably in a call-center setting
- Exceptional interpersonal and verbal communication skills
- Strong problem-solving abilities and independent thinking
- Working knowledge of Microsoft Office and Excel
- Ability to adapt in a fast-paced, high-volume environment
Pay
Compensation Range – $40,000.00 to $45,000.00 USD
Schedule
Full-time position with an initial in-office training and onboarding period of three months, followed by potential transition to hybrid work based on performance.
Location
Baltimore, MD / Hybrid
Benefits
- Medical, vision, and dental insurance plans
- 401(k) plan with employer matching
- Generous vacation time and paid holidays
- Casual dress code
- Highly flexible environment