Call Center Specialist ($21.50/HR)
About The Position
The Call Center Specialist handles back-to-back inbound calls and helps members and account holders with account and consumer-loan questions and requests. The role involves sitting at a desk, using a computer, navigating two monitors and several programs, and resolving customer needs promptly while providing excellent service. The position is based in Winchester, Virginia, starts fully onsite, and may move to a hybrid schedule after release and upon meeting teleworking guidelines, including satisfactory performance and attendance. Training consists of 15 working days, including trainer-led instruction, on-the-job training, and phone field exercises, followed by 10 working days of nesting. Approximately 10 business days after nesting, employees attend 12–15 days of bridge training to learn additional skills. 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. The role is contract-to-hire; conversion depends on business need, tenure, dependability, and performance, and the six-month contract may be extended while awaiting conversion opportunities. After training, available schedules are five days per week on either a Monday–Saturday or Sunday–Friday rotation, with weekend availability required. Schedules are provided two weeks in advance, and candidates must be flexible. The posting lists flexible shift start times between 11:00 a.m. and 5:30 p.m. Training hours are listed as 7:30 a.m.–4:30 p.m. or 9:00 a.m.–5:30 p.m. For hybrid work, the employee must have a private, distraction-free workspace with adequate desk space for two monitors, a phone, keyboard, and mouse. A previously installed, private, high-speed, non-satellite internet connection is required, with at least 50 Mbps download and 25 Mbps upload speeds. An Ethernet connection directly to the router is required, and the workstation must be within 8–12 feet of the modem/router with two ports available. Satellite, hotspots, wireless point-to-point service, extenders, Wi-Fi, and pay-per-data services are not supported. The company does not provide or reimburse internet service or costs for additional hard-wired connections.
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 diffuse tense situations when needed.
- Strong time-management and decision-making skills.
- Adaptability and accountability.
- Availability to work five days per week on a Monday–Saturday or Sunday–Friday schedule, including Saturdays or Sundays, and flexibility in scheduling.
- For hybrid work: private, distraction-free workspace with desk space for two monitors, phone, keyboard, and mouse.
- For hybrid work: private, previously established non-satellite high-speed internet with at least 50 Mbps download and 25 Mbps upload, Ethernet connection directly to the router, two available ports, and workstation placement within 8–12 feet of the modem/router.
Responsibilities
- Handle back-to-back inbound calls from members and account holders.
- Assist callers with account questions and consumer-loan-related requests.
- Navigate two monitors and multiple computer programs to resolve requests.
- Resolve customer needs promptly while providing excellent service.
- Participate in training, phone field exercises, nesting, and bridge training.
- Meet teleworking guidelines, including satisfactory performance and attendance, to work a hybrid schedule.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, such as PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
