Call Center Tier 1 (On-site Holland, OH)
About The Position
Velocity is seeking enthusiastic Call Center Tier One Agents to join our fast-paced, open-door environment. We provide unique solutions to clients, addressing their current needs while preparing them for the future. Our expertise ensures unparalleled quality and reliability, especially in customer service. Our world-class support center operates 24/7/365, driven by a passion for customer service. The ideal candidate will be an excellent communicator, capable of remaining calm and composed in challenging situations, and able to take appropriate actions with minimal supervision while handling entry-level, inbound, Tier 1 calls and overnight ticket monitoring. This is a full-time, on-site opportunity with multiple shifts available. Candidates must be available for on-site training Monday-Friday from 9 am-5:30 pm EST. Upon successful completion of training, you will transition to your assigned shift.
Requirements
- Provide excellent communication.
- Remain calm and composed in challenging situations.
- Provide outstanding customer service with a focus on empathy, compassion, and service orientation.
- Take appropriate actions with little to no supervision.
- Have a passion for providing solutions to customers.
- Consider yourself well organized.
- Have excellent telephone etiquette and communication skills.
- Have experience with Microsoft Office software.
- Detail oriented with the ability to follow ticket protocol.
- Can multitask.
- Obtained a High school diploma or GED.
Responsibilities
- Answer inbound customer calls in a prompt and professional manner.
- Analyze problems with customer equipment rapidly.
- Analyze tickets and follow protocol to determine next steps, including immediate outreach and/or escalation.
- Correctly escalate tickets to appropriate team(s) to resolve issues.
- Create or update tickets for every interaction received, ensuring they are updated properly with notes throughout the interaction.
- Provide accurate and timely notes of all procedures performed while attempting to resolve the issue.
- Ensure configurations are tested and working.
- Perform other duties as assigned.
Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Parental Leave
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
