Call Center Representative
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Job Description
Remote Call Center Representative providing inbound and outbound customer care for Phoenix Data Corporation’s client programs. Resolving technical, billing, enrollment, portal, and account issues across phone and chat campaigns.
Responsibilities:
- Handle inbound customer service interactions and occasional outbound follow-up calls.
- Take ownership of customer interactions from start to finish whenever possible.
- Use internal resources, knowledge bases, job aids, and tools to troubleshoot concerns and achieve high one-call resolution.
- Research issues and determine whether escalation is necessary.
- Maintain call control while demonstrating empathy, professionalism, and active listening.
- Ask probing questions to identify root causes and determine appropriate solutions.
- Navigate 15+ web-based programs, multiple browsers, and dual monitors while assisting customers.
- Accurately summarize every interaction in the CRM or ticketing system.
- Document troubleshooting, research, actions completed, customer education, and final resolutions.
- Attach supporting documentation to customer cases when appropriate.
- Follow client, state, and company policies and maintain quality and compliance standards.
- Monitor email and Microsoft Teams communications throughout the workday.
- Adapt to changing client processes and operational needs.
- Meet productivity, quality, attendance, and schedule-adherence expectations.
- Support phone and chat channels as business needs require.
- Cross-train progressively across multiple client campaigns and maintain proficiency across qualified campaigns.
Requirements:
- High school diploma or GED required.
- Minimum three (3) years of recent inbound contact center customer service experience within the last six years.
- Experience in a high-volume contact center environment.
- Ability to learn multiple campaigns and changing business processes quickly.
- Strong troubleshooting and critical thinking skills.
- Excellent documentation and organizational skills.
- Strong verbal and written communication skills.
- Excellent customer service skills.
- Ability to multitask across numerous systems simultaneously.
- Ability to type 50 WPM accurately while speaking with customers.
- Strong attendance history and dependability.
- Experience using CRM platforms and contact center software.
- Must successfully complete employment verification, professional reference verification, criminal background screening, drug screening, and remote system verification.
- Windows 11 desktop or laptop computer, two years old or newer.
- Minimum 16 GB RAM.
- Ability to support dual monitors and wired headset connections.
- Ethernet hardwired internet connection.
- Minimum 50 Mbps download and 10 Mbps upload speeds.
- Functional external keyboard and mouse.
- Virus protection and firewall software installed.
- Backup internet solution such as a mobile or personal hotspot.
- Must complete typing, internet speed, and remote system compatibility verification.
- Availability for an 8-hour shift between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday.
- Full attendance required for one-day orientation and five business days of initial training.
- Mandatory regular attendance during the first 90 days.
- Flexibility regarding schedule, coverage, breaks, call types, and campaign assignments.
Benefits:
- Paid Time Off
- Paid Holidays
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Cross-training opportunities
- Permanent full-time employment
- Backup internet solution supported for remote work requirements
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