Entry Level Call Center Rep ($21.50/HR)

Start dates: 9/28 – 100% onsite in Winchester, VA until released to hybrid schedule.

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 set up 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 M-F, 7:30am – 4:00pm EST (15 working days: 10-11 days of trainer-led instruction and OJT, plus 5 working days of field exercises on the phone).
• Classes are Mon-Fri.
• The days and times of skill training and permanent schedule will differ.
• Immediately after training, trainees will go through 10 working days of nesting, taking calls with one-hour debriefs and 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 to learn the rest of your skill. The scheduled time will differ from your regular shift. Successful completion is required for conversion to a full-time employee.

Schedule

• Training hours: 7:30am – 4:00pm (M-F).
• Normal shifts after training: Sun – Fri or Mon – Sat (flex start times between 11am-1pm).
• Representatives will get their schedule 2 weeks ahead of time and will only be scheduled 5 days a week but must be flexible.
• Candidates must be open to working weekends (Saturdays or Sundays).

Responsibilities

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 consumer loan-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.

Requirements

• 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.

Pay

The pay range for this position is $21.50/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may require specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental, and vision.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short- and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

This is a contract-to-hire, hybrid position based in Martinsburg, WV.