HYBRID Call Center Representative

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. The role requires dependability and commitment to quickly resolving needs while providing excellent service to company account holders.

• Must have a minimum of 50 Mbps download speed and 25 Mbps upload speed
• Ethernet connection is required; workstation must be plugged directly into the router with the cables provided
• Ability to set up and install workstation equipment within 8–12 feet of the modem/router
• Desk must have adequate space for two monitors, a phone, keyboard, and mouse
• Workspace must be free of distractions (e.g., family members, children, barking dogs, TV)
• Previously established, high-speed internet connection (non-satellite) that is not public or shared

Training

• Training is Monday through Friday, 7:30 AM – 4:00 PM EST
• Training duration is 15 working days: 10–11 days of trainer-led instruction and on-the-job training plus 5 working days of field exercises on the phone
• After training, trainees undergo 10 working days of nesting, taking calls with one-hour debriefs and extra procedural guidance; trainees work the training schedule during nesting
• Approximately 10 business days after nesting, trainees attend 12–15 days of bridge training to learn additional skills; the schedule differs from the regular shift
• Successful completion of bridge training is required for consideration for conversion to a full-time employee

Normal Shift After Training

• Available shifts after training are Monday–Saturday or Sunday–Friday
• Flexible start times between 11:00 AM and 12:30 PM
• Must be open to working weekends (Saturdays or Sundays)

Position Expectations

• Taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with account-related requests
• Opportunities for conversion are based on business need, tenure, dependability, and performance
• There is a possibility the 6-month contract may be extended while waiting for conversion opportunities

Qualifications

• High school diploma or equivalent
• Exceptional customer service, active listening, and verbal and written communication skills with a 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

Schedule

• Schedule is provided two weeks in advance
• Scheduled for five days per week
• Must be flexible with scheduling

Pay

$21.50 per hour