Call Center Agent

New Horizons Communications•Village of Fairport, NY

8d•$50,000 - $60,000

About The Position

NHC is a leading provider of innovative telecommunications solutions. We are expanding our team and seeking a dedicated Call Center Agent to join us. As a Call Center Agent, you will serve as a frontline point of contact for NHC’s business customers, partners, carriers, and internal teams. You will manage a high volume of inbound calls and emails, ask effective questions to understand each request, perform basic account and ticket validation, create accurate and complete support tickets, and route requests to the appropriate operational team. This position requires strong customer service judgment, attention to detail, comfort learning telecommunications concepts, and the ability to move efficiently between calls, emails, account research, and multiple ticketing systems. The ideal candidate can remain calm during urgent or unclear situations, communicate confidently, and balance helping the customer with keeping inbound queues moving.

Requirements

1–2 years of experience in a call center, customer support, help desk, service desk, dispatch, or other high-volume customer-facing environment.
Prior experience with ticketing systems.
Strong professional phone presence with the ability to remain calm, courteous, and focused during urgent, frustrated, or unclear customer situations.
Excellent written communication skills, including the ability to summarize customer requests accurately and concisely.
Strong listening and questioning skills, with the ability to gather complete information without unnecessarily extending the interaction.
Demonstrated ability to prioritize calls, emails, tickets, and escalations in a queue-based environment.
Ability to learn new systems, telecommunications terminology, products, and cross-department workflows.
Comfortable working across multiple systems and communication channels simultaneously.
Coachable, curious, and receptive to ongoing feedback in an evolving environment.
Ability to work both independently and collaboratively within a geographically distributed team.
Flexibility to work assigned shifts, which may include later hours, or certain holidays based on coverage requirements.

Nice To Haves

Experience supporting business customers in telecommunications, technology, utilities, managed services, or a related technical environment is preferred.

Responsibilities

Handle a high volume of inbound company calls and customer emails professionally, courteously, and efficiently.
Ask appropriate probing questions to identify the customer’s need, urgency, affected service, account, location, and relevant contact information.
Perform basic account research, confirm existing ticket activity, and check for duplicate requests before creating a new ticket.
Create complete, accurate, and properly classified tickets in NHC’s ticketing systems.
Monitor and manage assigned shared email inboxes, working requests in queue order while recognizing situations that require immediate attention.
Use available job aids, process documentation, and team resources to research unfamiliar situations and determine the correct next step.
Communicate effectively through phone, email, Microsoft Teams, and ticket comments to confirm handoffs and prevent requests from being missed.
Adapt to evolving workflows, ticketing systems, service offerings, queue assignments, and automation tools.