HYBRID Call Center Representative

TEKsystems•Pensacola, FL

6d•$20 - $20•Hybrid

About The Position

The Member Service Representative supports members with consumer-loan and account-related questions and requests. The role involves handling back-to-back inbound calls, working at a desk, using a computer, and navigating multiple programs across two monitors to resolve account holders’ needs while providing excellent service. The position is based in Pensacola, Florida. It begins fully onsite, with a hybrid schedule available after release to that schedule and subject to meeting teleworking guidelines, including satisfactory performance and attendance. Once hybrid, the employee must have a private, distraction-free workspace, adequate desk space, and an established non-satellite internet connection with at least 50 Mbps download and 25 Mbps upload speed. A wired Ethernet connection directly to the router is required; the workstation must be within 8–12 feet of the router and connected using the cables provided. Training is Monday through Friday, 7:30 a.m.–4:00 p.m. CST, for 15 working days, including instructor-led instruction, on-the-job training, and phone exercises. This is followed by 10 working days of nesting on the training schedule, then 12–15 days of bridge training approximately 10 business days later. Training schedules may differ from the permanent schedule. Successful completion of bridge training is required to be considered for conversion to a full-time employee. The role is a six-month contract-to-hire position; the contract may be extended while waiting for a conversion opportunity. Conversion depends on business need, tenure, dependability, and performance. After training, available schedules are five days per week on either a Monday–Saturday or Sunday–Friday flex schedule. Candidates must be willing to work Saturdays or Sundays and remain flexible. Schedules are provided two weeks in advance. Flex start times are between 12:00 p.m. and 2:00 p.m. The pay range is $19.75 per hour. If eligible, benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and time off or leave.

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.
Dependability and commitment to resolving member needs.
Ability and willingness to work a flexible five-day schedule that includes Saturday or Sunday.
For hybrid work, a private, distraction-free workspace with adequate space for two monitors, a phone, keyboard, and mouse.
For hybrid work, established, non-satellite, non-public, non-shared high-speed internet with at least 50 Mbps download and 25 Mbps upload speed; wired Ethernet directly to the router is required.
Ability to set up the workstation within 8–12 feet of the modem/router using the company-provided cables.

Responsibilities

Handle back-to-back inbound calls from members.
Assist members with questions and requests related to their accounts and consumer loans.
Navigate multiple computer programs using two monitors to resolve account holders’ needs.
Provide excellent service and work to resolve member needs quickly.
Ask probing questions and diffuse tense situations when needed.
Complete phone-based field exercises, nesting, and bridge training as part of onboarding.