Entry Level Call Center Representative (Immediate Consideration)

TEKsystems•Pensacola, FL

1d•$20 - $20•Hybrid

About The Position

The Call Center Representative (MSR) handles back-to-back inbound calls and helps members with Zelle transactions, fraud, and scam-related concerns. Representatives work at a desk using a computer, two monitors, and multiple programs. The role requires listening to members, reassuring them, and resolving their concerns quickly with empathy, tact, and professionalism. The posting also describes assisting with consumer-loan-related requests and providing service to account holders. The position begins onsite in Pensacola, Florida, and may move to a hybrid schedule after release. Hybrid work requires a private, distraction-free workspace with adequate room for two monitors, a phone, keyboard, and mouse; a non-satellite, non-public high-speed internet connection of at least 50 Mbps download and 25 Mbps upload; and a direct Ethernet connection to the router using company-provided cables. The workstation must be within 8–12 feet of the modem/router, and two router ports are required. Internet service and any additional wiring expenses are not provided or reimbursed by the client. Training is conducted on campus, either in a classroom or virtually from a desk with support from trainers, mentors, and navigating assistants. Virtual trainees must keep their cameras on and remain in view. Training lasts 25 working days, including trainer lecture, OJT, and phone time, followed immediately by 10 working days of onsite nesting. Contractors then attend seven days of Zelle Holds & Suspensions Training. Successful completion of Zelle skill training is required for consideration for conversion to permanent employment. After training, available schedules are five days per week on a flexible Mon–Sat or Sun–Fri schedule, with weekend availability required. Representatives receive their schedules two weeks in advance and must be flexible. The position is contract-to-hire, with possible conversion based on business need, tenure, dependability, and performance; the six-month contract may be extended while awaiting a conversion opportunity.

Requirements

High school diploma or equivalent.
Exceptional customer service, active listening, and verbal and written communication skills.
Professional phone voice.
Computer proficiency and strong typing skills.
Ability to ask probing questions and diffuse tense situations when needed.
Strong time management and decision-making skills.
Adaptability and accountability.
Dependability and commitment to resolving members’ needs quickly.
Availability for a flexible five-day schedule that includes working either Saturday or Sunday.
For hybrid work: private, distraction-free workspace with adequate desk space; non-satellite, non-public high-speed internet with at least 50 Mbps download and 25 Mbps upload; direct Ethernet connection; workstation within 8–12 feet of the router; and two available router ports.

Responsibilities

Handle back-to-back inbound calls from members.
Assist members with typical Zelle transactions and concerns involving Zelle fraud and scams.
Assist members with consumer-loan-related requests.
Listen to members, reassure them, and resolve their concerns quickly with empathy, tact, and professionalism.
Navigate multiple programs on a computer using two monitors.
Complete training, nesting, and Zelle Holds & Suspensions Training as required.

Benefits

Medical insurance
Dental insurance
Vision insurance
Critical illness coverage
Accident coverage
Hospital coverage
401(k) retirement plan with pre-tax and Roth post-tax contributions
Voluntary life and AD&D insurance for the employee and dependents
Short-term disability
Long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave (eligibility and terms apply)