Contact Center Representative II (Experienced)

About the role

We are seeking a Contact Center Representative (Level II) to support inbound and outbound customer service, technical support, and sales efforts.

Responsibilities

• Manage calls professionally and courteously
• Resolve customer issues with a focus on first call resolution
• Research internal systems and collaborate across departments
• Document interactions accurately and process claims
• Conduct needs-based conversations to identify solutions
• Use training resources to provide accurate information and follow protocols
• Maintain confidentiality and escalate complex issues when necessary
• Participate in training and team meetings
• Adhere to attendance and scheduling requirements

Qualifications

• 18+ years old with a high school diploma or equivalent
• Strong communication and organizational skills
• Proficiency in Microsoft Office and Windows
• Reliable, with excellent time management and problem-solving skills
• Customer-focused, empathetic, and professional
• Ability to multitask and work in a fast-paced environment
• Team-oriented with strong interpersonal skills

Additional Conditions

• Authorization to work, background/security checks, and drug screening required

Benefits

• Paid time off
• Incentives
• Health plans
• Retirement options
• Career growth opportunities

Training

• Training provided to develop skills and support career advancement