Call Center Agent - Employee Service Associate

Computer Task Group, Inc • UNAVAILABLE, UNAVAILABLE

11d • Remote

About The Position

CTG is seeking to fill a Call Center Agent - Employee Service Associate opening for our client in California. This is a remote position with a duration of 7 months. The shift is Monday to Friday, 8 am - 5 pm PST. The pay rate is $28.50/hr. CTG is growing its Gold Standard Customer service team, and this role is ideal for individuals who enjoy working in a fast-paced environment, providing excellent customer service, and working remotely. Immediate openings include customer service analysts to handle and resolve questions related to Benefits (Open Enrollment), HR, and Payroll.

Requirements

• Exceptional Customer Service Skills.
• Excellent communication and interpersonal skills.
• Experience with working in a fast-paced, high-production Call Center environment.
• Experience de-escalating customer concerns and complaints.
• Ability to use Microsoft Office Suite – including OneNote and Excel.
• Previous remote work experience required.
• Strong written and verbal skills to communicate with customers and relay problems to Level 2 support and management.
• Aptitude to communicate professionally and respectfully with customers.
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Comfortable using a computer with multiple screens.
• High School Diploma
• Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

• Knowledge of Benefits (specifically Open Enrollment, HR, and Payroll (highly preferred).
• Familiarity with Salesforce, Peoplesoft, HCM (highly preferred).
• Prior use of Talk Desk, ServiceNow (preferred).

Responsibilities

• Meet performance and quality expectations.
• Accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
• Be a strong problem solver and use all available knowledge base resources to fully troubleshoot and resolve whenever possible.
• Manage inbound calls in a timely manner with respect and professional courtesy.
• Manage large amounts of inbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED