HYBRID Call Center Representative

TEKsystems•Winchester, VA

8d•$22 - $22•Hybrid

About The Position

The Member Service Representative handles back-to-back inbound calls and helps members with account-related questions and requests. The role involves sitting at a desk, working on a computer, and navigating two monitors and several programs. Representatives are expected to be dependable, resolve members’ needs promptly, and provide excellent service to account holders. The position begins onsite in Winchester, Virginia, and transitions to a hybrid schedule after release, subject to teleworking guidelines and satisfactory performance and attendance. Training is Monday through Friday, 9:00 a.m.–5:30 p.m. EST, for 15 working days, followed immediately by 10 working days of nesting on the training schedule. Approximately 10 business days after nesting, representatives attend 12–15 days of bridge training at a schedule that may differ from their regular shift. Successful completion of bridge training is required for consideration for conversion to a full-time employee. After training, available schedules are Monday–Saturday or Sunday–Friday, with flexible start times between 11:00 a.m. and 2:30 p.m. Candidates must be willing to work a weekend day. Representatives are scheduled five days per week, receive their schedule two weeks in advance, and must remain flexible. Conversion opportunities depend on business need, tenure, dependability, and performance; the six-month contract may be extended while awaiting conversion opportunities. For hybrid work, a private, distraction-free workspace with sufficient room for two monitors, a phone, keyboard, and mouse is required. The workstation must be within 8–12 feet of the modem/router and connected directly by the company-provided cables, with two router ports available. A previously installed, non-satellite, non-public, non-shared high-speed internet connection is required, with at least 50 Mbps download and 25 Mbps upload. Satellite, hotspots, wireless point-to-point services, extenders, Wi-Fi, and pay-per-data services are not supported. The client does not provide or reimburse internet service or the cost of additional hard-wired connections.

Requirements

High school diploma or equivalent.
Exceptional customer service, active listening, and verbal and written communication skills, including 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.
Willingness to work a weekend day, either Saturday or Sunday, and maintain schedule flexibility.
For hybrid work: a private, distraction-free workspace with adequate desk space for two monitors, a phone, keyboard, and mouse.
For hybrid work: a non-satellite, non-public, non-shared high-speed internet connection with at least 50 Mbps download and 25 Mbps upload, plus a direct Ethernet connection to the router.
For hybrid work: ability to place and install the workstation within 8–12 feet of the modem/router and provide two available router ports.

Responsibilities

Take back-to-back inbound calls from members.
Assist members with account questions and account-related requests by navigating multiple programs on two monitors.
Resolve members’ needs promptly while providing excellent service to account holders.
Participate in training, on-the-job training, field exercises, nesting, and bridge training.
Follow assigned schedules and teleworking guidelines, including performance and attendance expectations.