Hybrid)

Centah Inc•Fort Lauderdale, FL

22h•Hybrid

About The Position

Centah, acquired by Financeit, is a lead and workflow management company that powers over $3 billion in annual sales for North America's largest home improvement businesses. Their contact center in Fort Lauderdale, Florida, specializes in inbound and outbound support for the home improvement industry, acting as the main point of contact for customers to ensure expectations are met and managed throughout the project lifespan. This role is for an enthusiastic and self-motivated Customer Service Representative to join their team. The position requires the ability to work in a fast-paced environment, flexibility, and aptitude for learning and conveying information. The representative will be responsible for treating every customer with courtesy while maintaining a positive outlook, and excellent communication skills are vital. This is a hybrid position, with work from home status granted only if criteria are met and after completing in-office onboarding/training. Residing within driving distance of the Fort Lauderdale office is a requirement.

Requirements

High school graduate or G.E.D.
Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
Excellent oral and written communication skills
Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
Ability to type at least 25 words per minute is preferred
Experience in providing exceptional customer service and maintaining established quality requirements
Must be able to pass a background check
Must be fluent (speaking/reading/writing) in both Spanish and English
Average Talk Time: Less than 4 minutes per call while resolving customer issues.
Call Conversion Ratio: Require a 60%+ lead to call ratio.
Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.

Nice To Haves

Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
Ability to type at least 25 words per minute is preferred

Responsibilities

Answer incoming calls and respond to customer’s request
Ability to work in a fast paced environment.
Book appointments for members with a high degree of data accuracy
Maintain excellent written and verbal communication skills on a consistent basis
Identify and escalate issues to supervisors
Responsible for adapting to fast changing guidelines with customers
Informs clients by explaining procedures; answering questions; providing information
Maintains and improves quality results by adhering to standards and guidelines