Remote Call Center Rep (Local To Lansing)

TEKsystems•East Lansing, MI

2d•$17 - $17•Remote

About The Position

Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries. Customer service is the primary function. Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Uses computerized system for tracking, information gathering, and/or troubleshooting. Communicates more complex information, using job experience to anticipate and proactively address related questions.

Requirements

Remote within the state of Michigan only
Must pick up Equipment from East Lansing, MI
Training Hours/Days: 8:00 AM - 5:00 PM
Shift Hours: 8-hour shifts between 8:00 AM - 7:00 PM M-F
Uses computerized system for tracking, information gathering, and/or troubleshooting.
Job experience to anticipate and proactively address related questions.

Nice To Haves

Ability to deviate from standard screens, scripts, and procedures as needed with certain calls.

Responsibilities

Displays excellent customer service skills.
Responds to requests and/or takes actions on accounts.
Follows all policies, procedures, laws, and regulations applicable to the position, while maintaining confidentiality and MAXIMUS proprietary information.
Defuses difficult customers as needed.
Meets all standards established for the position.
Performs call center representative functions as needed.
Facilitates conversations by soliciting needed information, clarifying response, and addressing concerns.
Communicates more complex information, using job experience to anticipate and proactively address related questions.
Ability to deviate from standard screens, scripts, and procedures as needed with certain calls.
Follows scripted dialogue to ensure quality and maintain high accuracy rates.