Part-Time Customer Service Rep

TEKsystems•Atlanta, GA

2d•$20 - $20•Remote

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.

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.

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.