Customer Service Representative (Work from Home/Hybrid)

Centah is a leading lead and workflow management company that powers over $3 billion in annual sales for North American home improvement businesses. Our Fort Lauderdale-based call center specializes in providing exceptional customer service to ensure customer satisfaction throughout the project lifecycle.

About the role

We are seeking a Customer Service Representative who can handle fast-paced environments, multitask effectively, and maintain excellent communication skills. The ideal candidate should be enthusiastic, self-motivated, and able to adapt to changing guidelines while providing exceptional customer service.

Responsibilities

• Answer incoming calls and respond to customer inquiries
• Book appointments with high accuracy
• Maintain excellent written and verbal communication skills
• Identify and escalate issues to supervisors
• Inform clients about procedures and answer their questions
• Adapt to fast-changing guidelines and provide information to clients
• Process 10+ calls per hour with accurate dispositions and note escalations
• Handle 80+ calls per shift with accurate disposition coding and in a timely manner
• Adhere to scheduled breaks and lunches
• Ensure 99% accuracy in call processing and CRM updates

Requirements

• High school diploma or equivalent
• One year experience in an inbound/outbound call center or retail environment preferred
• Excellent oral and written communication skills
• Able to type at least 25 words per minute
• Experience in providing exceptional customer service and maintaining quality requirements
• Pass a background check

Performance Requirements

• Average Talk Time: Less than 4 minutes per call
• Call Conversion Ratio: 60%+ lead to call ratio
• Disposition Calls Processed: 80+ calls per shift with accurate disposition coding and in a timely manner
• Absence Record: 98%+ attendance record over 6+ months, with little to no unexcused absences
• QA Score: 90%+ quality assurance scores on call evaluations monthly
• Average Hold Time: Less than 60 seconds per call
• Calls Handled per Hour: 10+ calls per hour with accurate dispositions and note escalations

Benefits

• Continuing to work from home in our post-pandemic workplace
• Retention bonus at 6 and 12 months
• Medical, dental, and vision insurance after 60 days of continuous employment
• $15,000 life insurance (company-paid)
• 401K plan eligibility after 1 year of service with a company match of up to 4%
• Paid time off after 90-day probationary period
• Monthly incentive bonus plan (up to $300)
• Weekly/monthly gift card drawings/contests for meeting goals
• Casual dress code

Pay and Schedule

The salary is $14.50/hour. Work from home status is only granted if criteria is met, and upon completion of 2 weeks of in-office onboarding/training. An in-office visit may be required or work from home status may be rescinded.