Entry Level Call Center Specialist ($21.50/HR)

TEKsystems•Martinsburg, WV

9d•$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 equipment requirements must be met, including a minimum download speed of 50 mbps and upload speed of 25 mbps, an Ethernet connection, and the ability to set up workstation equipment within 8-12 feet of the modem/router. The workstation must be plugged directly into the router, and the desk must have adequate space for two monitors, a phone, keyboard, and mouse. The workspace must be free of distractions. Previously established/installed high-speed internet connection (non-satellite) which is not public or shared is required. Training duration is 15 working days consisting of 10-11 days of trainer led instruction and OJT plus 5 working days of field exercises on the phone. Classes are Mon-Fri. Immediately after completion of training, trainees will go through 10 working days of nesting, during which they will take calls, have one hour debriefs, and receive extra procedural guidance, working the training schedule. After nesting, they will work their assigned shift and schedule (Mon-Sat or Sun-Fri) and must meet teleworking guidelines including satisfactory performance & attendance. Approximately 10 business days after nesting, they will attend 12-15 days of bridge training where they will learn the rest of their skill. The scheduled time of this training will be different from their regular shift. Successful completion of bridge training is required to be considered for conversion to a full-time employee. The current regular shifts available after training would be a Mon-Sat OR Sun-Fri Flex schedule. Candidates must be open to working the weekend (Saturdays or Sundays). Opportunities for conversion are based on business need, tenure, dependability, and performance. There is a possibility your 6 months contract is extended while waiting for conversion opportunities to arise.

Requirements

High School Diploma or equivalent
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
Proficiency with computers, and strong typing skills
Ability to ask prying questions and diffuse tense situations when needed
Strong time management and decision-making skills
Adaptability and accountability
Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data services.
Minimum of 50 mbps download speed and 25 mbps upload speed
Ethernet connection is required
Ability to setup and install workstation equipment within 8-12 feet of modem/router.
Workstation must be plugged directly into router with the cables provided by the company.
Two ports are needed for one workstation setup.
Desk must have adequate space for two monitors, a phone, keyboard and mouse.
Workspace must be free of distractions. (family members, children, barking dogs, TV etc.)
Previously established/installed high-speed internet connection (non-satellite) which is not public or shared

Responsibilities

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
Quickly resolving needs while providing excellent service to company account holders
Taking calls during nesting period
Receiving extra procedural guidance during nesting period
Learning the rest of their skill during bridge training