Summary
F.H. Cann & Associates is hiring exceptional Customer Service Representatives for an exciting opportunity. This Customer Service Representative (CSR) position will be in support of a state-wide program. The Project Operation Hours: Monday - Friday; 8-hour shifts between 8:00 am -7:00 pm EST.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
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Essential Functions
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Receive high volume in-bound calls and assist customers with starting/stopping/transferring service.
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Occasional out-bound calls for verification purposes
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Data entry of sensitive information.
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Research and resolve customer questions and issues using online tools and systems.
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Operate multiple applications, databases, and computer programs.
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Assist customers with setting up payment arrangements and budget billing.
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Assist customers with processing payments.
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Assist customers with setting up and or accessing online accounts.
Competencies:
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Ability to retain information taught and leverage that information
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Ability to acknowledge customer issues and provide solutions to solve them
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Ability to absorb or create best practices to provide great customer experience
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Proficiency with Internet Explorer, Microsoft Excel and Word, Outlook email, and Adobe Acrobat.
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Knowledge of customer service practices and principles.
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Excellent data entry and typing skills.
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Superior listening, verbal, and written communication skills.
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Ability to handle stressful situations appropriately.
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Ability to handle sensitive and private information.
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Well organized, results driven, and able to work in a fast-paced environment.
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Ability to resolve challenging situations calmly and professionally.
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Ability to manage time and prioritize.
Preferred Education and Experience:
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Previous experience in a high-volume inbound call center required
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At least 1 year of customer service experience
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Experience working in a remote environment preferred
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Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat
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Strong data entry and typing skills
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High school diploma or equivalent
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Bilingual Spanish is a plus
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Veterans encouraged to apply
Work Environment:
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Federal and State contractor call/contact center along with Account Receivable Management
WFH Requirements:
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This role might support occasional or permanent remote work in some circumstances.
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Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
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Private, quiet, and distraction free room/office space
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Adhere to Telecommute Policy in its entirety
Physical/Mental Demands
Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.
Security Clearance Requirements
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Must be able to pass Federal background screening and/or state level criminal background screening.
This job description provides the basic requirements for this role and may include additional functions not listed.
An Affirmative Action / Equal Opportunity Employer
F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected class under applicable law. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability
If you need accommodation as part of the employment process, please contact Human Resources at [email protected].
If you want to view the “Know Your Rights” poster, please choose your language: English Spanish
If you want to view the Pay Transparency Policy Nondiscrimination Provision, please choose your language: English Spanish
We’re hiring exceptional Call Center Representative's for an exciting opportunity supporting a state-wide program. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment.
Project Hours of Operation: Monday – Friday, 8:00 AM – 7:00 PM EST.
Please note: This position is open only to candidates who currently reside in Georgia, North Carolina, or South Carolina.
