Call Center Customer Service Agent

Fortuity Calling, LLC•Columbus, OH

2d•Onsite

About The Position

At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents. Summary: Call Center Customer Service Agents interact with the client customers by addressing inquiries, resolving complaints, and assisting with account interactions. Providing a higher level of customer support on specialized products or services on occasion.

Requirements

High school diploma or equivalent required
Customer service experience required; Call center specific experience highly preferred
Excellent verbal and written communication skills including active listening
Service-oriented and able to resolve customer concerns
Proficient computer skills with the ability to learn new software and operate multiple screens
Ability to maintain professionalism and act with integrity in stressful situations
Prolonged periods sitting at a desk and working on a computer.
Flexibility to work adjusted shifts, as necessary.
Accept coaching and performance feedback to improve customer experience and operational performance
Maintain a professional, respectful, and customer-focused demeanor in all interactions

Nice To Haves

Call center specific experience highly preferred

Responsibilities

Interact with customers via telephone, email, online chat, or in person to provide support and information regarding account inquiries, products, and other client services
Field customer questions and complaints; when the issue is beyond the representative’s knowledge, escalate to the assigned specialist or other appropriate staff
Provide accurate, consistent, and compliant information in alignment with client policies and regulatory requirements
Follow required call scripts, authentication procedures, and identity verification protocols
Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
Document all customer interactions in designated systems accurately
Safeguard all non-public personal information (NPI) and always maintain strict confidentiality
Comply with all industry regulations, security protocols, and workplace policies
Participate in required training, certifications, and ongoing quality monitoring
Perform other related duties as assigned