Inbound Call Center Agent

Responsibilities include, but are not limited to

• The primary role is to assist customers on inbound/outbound calls, providing accurate and satisfactory answers to customer inquiries.
• Tool proficiency using AI Assist, engaging with real-time troubleshooting guidance to identify solutions while maintaining focus on the subscriber interaction.
• Authenticate and validate interactions via CPNI Standards.
• Administering One-Time Passcodes (OTPs).
• Upholding PCI DSS Standards.
• De-escalate situations involving dissatisfied customers, offering assistance and
• support.
• Guide callers through website navigation and product or service use.
• Review customer accounts and provide updates and information on billing, shipping, warranties, and other account-related matters.
• Collaborate with other TSRs and leadership to improve customer service.
• Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements.
• Document all call activity accurately in systems with complete and thorough notes.
• Attend all training sessions.
• Requirement to diligently log into the UKG system, Contact Center tools, and websites as required.

TSR Skills/Qualifications

• Must possess excellent written and verbal communication skills.
• Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers.
• Must have strong interpersonal skills to enable smooth conversation flow with customers, using active listening.
• Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free.
• Flexibility in role/job function changes and shift to meet customer needs and requests.
• Skilled at typing, data capture, and entry using proper grammar and correct spelling.
• Must be able to multitask, manage time properly and effectively, and work independently.
• Must be able to adapt to different situations and individuals.
• Willing and able to work 8-hour shifts using a computer with keyboard, using two monitors, and a headset with a microphone.
• Must be comfortable handling back-to-back calls in a fast-paced atmosphere.
• Be dedicated to working the schedule provided. Absences are not tolerable.
• Must be acceptable to have calls monitored and/or recorded, and understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client's needs.
• Must be capable of reading from scripts.
• Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.

Technical Requirements

• A Windows PC is required, running Windows 10 or 11 (no MacBooks or Chromebooks or virtual machines)
• 8 GB of RAM, minimum DDR4 or DDR5
• Quad-core processor, minimum
• USB wired headset
• Wired internet connection with a minimum internet speed of 80/15
• Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods
• Dual monitors

Hours of Operations / Schedules

• 12:00 PM – 10:00 PM Eastern Prevailing Time, Monday through Friday; Saturdays and Sundays 10:00 AM – 7:00 PM Eastern Prevailing Time
• 40 hours per week is required. Schedules are subject to change based on the client’s needs.
• Paid 15-minute breaks are provided for 4-hour shifts
• 60-minute unpaid lunches

Language

Experience/Job Requirements

• At least 1 year of work experience in a call center/customer service environment is required.
• Knowledge of customer service practices and principles.
• Passion for delivering great customer service.
• Solid problem-solving and troubleshooting skills.
• Ability to multitask with attention to detail and accuracy.
• High School Diploma or equivalent is required.
• Applicants must type a minimum of twenty-five (25) words per minute.
• Applicants must have a quiet place to work with no interruptions.
• Applicants must successfully pass a 7-year background/criminal check.
• Applicants must agree to and sign compliance documents.
• Other requirements may vary as determined by management.