HYBRID Call Center Representative

TEKsystems•Martinsburg, WV

5d•$22 - $22•Hybrid

About The Position

This position involves taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with questions regarding their account. Looking for individuals who are dependable and committed to quickly resolving needs while providing excellent service to company account holders. This is a Contract to Hire position. Once hybrid, specific internet and workspace requirements must be met, including a minimum internet speed of 50 mbps download and 25 mbps upload, an Ethernet connection, and a distraction-free workspace. Training is conducted Monday-Friday, 7:30 am - 4:00 pm EST, for 15 working days, followed by 10 working days of nesting. After nesting, representatives will work their assigned shift (Mon-Sat or Sun-Fri) and must meet teleworking guidelines. Bridge training follows nesting, and successful completion is required for conversion to full-time. The role requires flexibility with schedules, as representatives will receive their schedule two weeks in advance and will only be scheduled five days a week, but must be open to working weekends.

Requirements

High School Diploma or equivalent.
Exceptional customer service skills.
Active listening skills.
Strong verbal and written communication skills.
Professional phone voice.
Proficiency with computers.
Strong typing skills.
Ability to ask probing questions.
Ability to diffuse tense situations when needed.
Strong time management skills.
Strong decision-making skills.
Adaptability.
Accountability.
Dependability.
Commitment to resolving needs quickly.
Ability to set up and install workstation equipment within 8-12 feet of modem/router.
Workstation must be plugged directly into router with provided cables.
Two ports are needed for one workstation setup.
Workspace must have adequate space for two monitors, a phone, keyboard, and mouse.
Workspace must be free of distractions.
Previously established/installed high-speed internet connection (non-satellite) which is not public or shared.
Minimum of 50 mbps download speed and 25 mbps upload speed (for hybrid work).
Ethernet connection is required (for hybrid work).

Nice To Haves

Opportunities for conversion are based on business need, tenure, dependability, and performance.
Possibility of contract extension while waiting for conversion opportunities.

Responsibilities

Taking back-to-back inbound calls.
Assisting members with account-related requests.
Resolving member needs quickly and efficiently.
Providing excellent service to account holders.
Navigating multiple computer programs and monitors.
Meeting teleworking guidelines including satisfactory performance and attendance.
Attending skill training and bridge training sessions.