Call Center Representative (1st / 2nd Shift) (Remote) - 23982

The Bergaila Companies•Tempe, AZ

2d•Remote

About The Position

We are seeking a Call Center Representative for a remote assignment out of Tempe, Arizona. The selected candidate will help handle all inbound calls and email requests in a timely manner from a work-from-home assignment. Candidates must be able to work any shift including Saturdays and Sundays. This position can work remotely This is a 1st or 2nd shift position This is a full-time, 40 hour/week position; part-time will not be considered Candidates must have call center experience to be considered

Requirements

High School Diploma or GED
2 - 4 years call center experience is required
Proficient with Outlook, Word, Excel

Responsibilities

Respond to alarms, answer phones, emails and chats professionally; provide services related to facilities, cities, water and sanitation issues
Research required information using all available resources
Handle and resolve customer complaints, process orders, forms and applications
Identify and escalate priority issues; route calls to appropriate resources
Follow up on customer calls, including callbacks to appropriate parties
Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity
May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client
Coordinate responses between vendors and customers; work with internal and external vendors
Enter, dispatch and complete customer work orders via various software systems; escalate issues as needed
Record audio announcements for clients to update callers on statuses
Utilize translation services when necessary
Make outbound calls and follow up on unresolved inquiries using escalation steps
Recognize and document trends in customer calls, alert account lead or managers of potential issues
Notify technical support of system issues; escalate work stoppages as priorities
Complete required training within expected timeframes
Adhere to support center guidelines, including scheduled breaks and lunches
May be asked-required to work overtime as needed depending on technical, staffing or client related issues
Perform additional duties and projects assigned by the supervisor