Job Title: Customer Service Representative
Worksite: 100% Remote Role
Duration: 6 months (Possible extension)
Shift: Monday – Friday (any 8-hour shift between 8:00 am to 6:30 pm EST)
Note: Candidate must be located in Columbus, OH/Sylvania, OH/South Charleston, WV or anywhere in West Virginia
Job Description:
Responsibilities:
- The Customer Services Representative will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming and outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, deescalate caller situations, adapt quickly to change, and working in a team environment.
Key Responsibilities:
- Answer incoming phone calls, chats, and or emails
- Conduct outreach phone calls and or emails.
- Provide outstanding customer service.
- Recognize and follow call flows with scripts.
- Research and review customer inquiries.
- Research information using multiple systems.
- Relay research findings and outcomes to customers.
- Manage customer contact while balancing the entry and review of all customer documentation.
- Successfully achieve individual production metrics and contribute to the success of the broader teams’ goals.
- Maintain compliance and adhere to quality standards aligned to reduce operational risk.
- Protect the privacy of clients while using multiple data sources and systems.
- Identify and escalate appropriate issues.
- Clearly documents call information and encounters in call logs.
- Recognize and alert management of risk and trends.
- Quickly transition from one task to another.
- Maintain a professional demeanor.
- Other duties as assigned.
Basic Qualifications:
- 2 years of Customer Service experience.
- 1 year of Call Center Agent experience.
- 6 months of Utilities or Health & Public Services experience.
Preferred Qualifications:
- 6 months of Accenture Health & Public Services experience (Conversion). Example would be State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services.
- Former Transaction Processing Experience.
Requirements of the Role:
High School Diploma or GED.
Internet access sufficient to handle calls received via the Internet.
Quiet and private remote work location.
Proficiency with computers: Experience using the internet, email via Outlook, etc.
Data entry experience.
Listening, verbal, and written communication experience.
Microsoft Office (Excel, Word, Outlook, and Teams) experience.
High School Diploma/GED.
Pay: $19.00 - $21.00 per hour
Application Question(s):
- Your Full Address with Zip Code?
- Your Phone Number, Email Address, and best time to call you?
Work Location: Remote
