Entry Level Call Center Rep (Immediate Consideration)

TEKsystems•Pensacola, FL

11d•$20 - $20•Hybrid

About The Position

The Call Center Representative handles back-to-back inbound calls from members with consumer loan and account-related questions and requests. The role requires sitting at a desk, working on a computer, and navigating multiple programs across two monitors to resolve members’ needs and provide excellent service to account holders. Candidates should be dependable, accountable, adaptable, and committed to prompt, professional service. The position begins onsite in Pensacola, Florida, and moves to a hybrid schedule after release. Training consists of 15 working days, including trainer-led instruction, on-the-job training, and phone field exercises. This is followed immediately by 10 working days of nesting, during which representatives take calls, attend one-hour debriefs, and receive additional procedural guidance. Approximately 10 business days after nesting, representatives attend 12–15 days of bridge training. Training and nesting schedules may differ from the permanent shift. Successful completion of bridge training is required to be considered for conversion to a full-time employee. Conversion opportunities depend on business need, tenure, dependability, and performance; the six-month contract may be extended while awaiting conversion. After training, available schedules are Monday–Saturday or Sunday–Friday, with flexible start times between 11:00 a.m. and 2:30 p.m. Candidates must be open to working either Saturday or Sunday. Representatives receive their schedule two weeks in advance and are scheduled five days per week, but must remain flexible. Training hours are 7:30 a.m.–4:30 p.m.; training classes run Monday through Friday. For hybrid work, the representative must have private, distraction-free workspace and an existing, non-public, non-shared high-speed internet connection that is not satellite-based. Minimum speeds are 50 Mbps download and 25 Mbps upload, with a wired Ethernet connection directly to the router. The workstation must be located within 8–12 feet of the modem/router and have the required router ports. The desk must accommodate two monitors, a phone, keyboard, and mouse. Internet service and any additional hard-wired connection costs are not provided or reimbursed by the client.

Requirements

High school diploma or equivalent.
Exceptional customer service skills.
Active listening skills.
Strong verbal and written communication skills and a professional phone voice.
Computer proficiency and strong typing skills.
Ability to ask probing questions and defuse tense situations when needed.
Strong time-management and decision-making skills.
Adaptability and accountability.
Dependability and flexibility to work five days per week on either a Monday–Saturday or Sunday–Friday schedule, including a Saturday or Sunday.
For hybrid work: a non-satellite, private, non-shared high-speed internet connection with at least 50 Mbps download and 25 Mbps upload, Ethernet directly to the router, and the ability to set up the workstation within 8–12 feet of the modem/router.
For hybrid work: a distraction-free workspace and a desk with room for two monitors, a phone, keyboard, and mouse.

Responsibilities

Handle back-to-back inbound calls from members.
Assist members with consumer loan-related requests and questions regarding their accounts.
Navigate multiple programs on a computer using two monitors to resolve member needs.
Provide excellent customer service and resolve requests promptly.
Ask probing questions and help defuse tense situations when needed.
Participate in instruction, on-the-job training, phone field exercises, nesting, and bridge training.
Maintain dependable attendance and performance while following the assigned schedule and teleworking guidelines.