Call Center Agent
About The Position
As a Call Center Agent, the role is a key part of the ampliFI team, representing clients and delivering on the promise of exceptional cardholder engagement. The position involves creating positive first impressions and building strong, lasting relationships by providing prompt, friendly, professional, and personalized service whether over the phone, via email, or through chat. Responsibilities include assisting members participating in clients’ Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step. This role requires being on-site weekly from Tuesday through Thursday following completion of training. The training program begins with a 3-week, paid, in-person session at the Naperville, IL headquarters, held Monday through Friday from 9:00 a.m. to 5:00 p.m. Upon completion of the 3-week, in-person training program, participants will have access to one of the following call center schedules: Tuesday through Friday 1 pm-930 pm and Saturday 10 am-6:30 pm (Sunday/Monday Off) Monday through Thursday1 pm-930 pm and Saturday 9 am-5:30pm (Friday/Sunday Off) Monday through Friday 11 am-7:30pm (Sunday/Saturday Off)
Requirements
- High school degree or higher.
- Excellent verbal and written communication skills, with the ability to explain procedures clearly.
- Proficiency in basic computer applications.
- Strong problem-solving and troubleshooting abilities.
- Ability to manage multiple tasks, systems, and priorities simultaneously.
- Accurate data entry and recordkeeping.
- Conflict resolution and issue escalation skills.
Nice To Haves
- Familiarity with outbound call campaigns and customer follow-up procedures.
Responsibilities
- Serves as the first point of contact, driving exceptional member experiences.
- Guide customers through inquiries by gathering information and leading them toward a resolution.
- Communicate clearly and professionally explaining procedures, answering questions, and offering helpful information.
- Handle inbound calls for Reward order entry, general program support, and website-related assistance.
- Provide accurate details about Reward Loyalty program terms and conditions.
- Make outbound calls to follow up on customer requests or help resolve outstanding issues.
- Participate in outbound call campaigns when needed.
- Deliver every interaction with patience, empathy, and excellent service.
- Juggle multiple systems, client programs, and tasks with ease.
- Uphold company standards by maintaining accuracy, quality, and compliance.
- Stay sharp by reviewing updated Reward descriptions, job aids, and ongoing ampliFI training.
Benefits
- Competitive pay plus 401(k) with employer match
- Medical, dental, vision, and life insurance
- Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
- Tuition Reimbursement
- Paid time off, company holidays, and parental leave
- Employee Assistance Program
- Hybrid work environment with flexible hours
- Onsite perks including gym access and snacks
- Employee recognition programs celebrating milestones and achievements
- Growth opportunities within a supportive, team-oriented environment
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
