Part-Time Customer Service Rep

About the position

· Handle outbound calls in a courteous and professional manner, using a written call flow and responses. · Handle inbound calls in a courteous and professional manner, if trained on this skill (based on business needs and shift line). · Handle all calls within an acceptable time period, dictated by our KPIs for Average Handle Time. · Use Microsoft products such as SharePoint, Teams, and Outlook throughout the shift with minimal training. Training will be provided on proprietary software, which is Windows based. · Use agent call flows and provided responses to effectively and professionally resolve shareholder concerns. · Update databases in an accurate and timely manner after each call. · Keep up to date on Campaign specifics via training, SharePoint, email or Teams chats. · Meet all targets for Productivity, Quality, Attendance, and Code of Conduct. · Escalate complaints and issues to the Supervisor when necessary. · Keep the management team informed of shareholder feedback. · May be assigned to handle ‘Toplist’ inbound & outbound calling (contacting shareholders with large investments). · May be assigned to assist with quality (monitor and pull calls, etc.) as a ‘peer monitor’. · May be assigned to handle routine administrative tasks for operations, training, or quality. · May be assigned to respond via chat, email or telephone, to inquiries received via email or internet. · May be assigned to handle “compliance’ or ‘escalated’ inquiries. · May be assigned to assist trainers in training including answering questions and assisting in role playing with other proxy representatives. · May be assigned to assist in providing support on an ad hoc and temporary basis to proxy representatives, in the short-term absence of the team leader. · Other duties as required.

Responsibilities

  • Handle outbound calls in a courteous and professional manner, using a written call flow and responses.
  • Handle inbound calls in a courteous and professional manner, if trained on this skill (based on business needs and shift line).
  • Handle all calls within an acceptable time period, dictated by our KPIs for Average Handle Time.
  • Use Microsoft products such as SharePoint, Teams, and Outlook throughout the shift with minimal training.
  • Use agent call flows and provided responses to effectively and professionally resolve shareholder concerns.
  • Update databases in an accurate and timely manner after each call.
  • Keep up to date on Campaign specifics via training, SharePoint, email or Teams chats.
  • Meet all targets for Productivity, Quality, Attendance, and Code of Conduct.
  • Escalate complaints and issues to the Supervisor when necessary.
  • Keep the management team informed of shareholder feedback.
  • May be assigned to handle ‘Toplist’ inbound & outbound calling (contacting shareholders with large investments).
  • May be assigned to assist with quality (monitor and pull calls, etc.) as a ‘peer monitor’.
  • May be assigned to handle routine administrative tasks for operations, training, or quality.
  • May be assigned to respond via chat, email or telephone, to inquiries received via email or internet.
  • May be assigned to handle “compliance’ or ‘escalated’ inquiries.
  • May be assigned to assist trainers in training including answering questions and assisting in role playing with other proxy representatives.
  • May be assigned to assist in providing support on an ad hoc and temporary basis to proxy representatives, in the short-term absence of the team leader.
  • Other duties as required.

Requirements

  • High School Diploma or GED required.
  • 6 months+ experience in Customer Service, Data Entry, etc.
  • Ability to read, write, and speak English.
  • Ability to follow a script for 5-6 hours/day on the PM shift.
  • Intermediate computer skills with windows-based programs and the ability to learn new call center programs quickly is required.
  • Strong ability to grasp new material and concepts quickly and effectively.
  • Strong ability to think quickly to choose the correct response or option.
  • Required to have a quiet and secure place to work in a home, not a public place, while working on assignment.
  • Must have a USB headset (no wireless) and a dual monitor set up to be successful in the role.
  • Internet requirements are at least 100 Mbps for Download and 10 Mbps for Upload.
  • Ability to take or place a high volume of calls per day. The goal is to handle 30 calls/hour using an auto dialer or call flow. This can include a lot of times leaving a voicemail. On average, the team leaves 11,000 voicemails per day.

Nice-to-haves

  • Experience with Genesys Cloud software is helpful but not required.

Benefits

  • Medical, dental & vision
  • Critical Illness, Accident, and Hospital
  • 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)
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