Job Summary: Call Center Representatives are the first point of contact for customers across phone, email, and chat. You will resolve billing and service requests with professionalism and empathy, follow guided workflows to drive first-contact resolution, and document every interaction to maintain a consistent, high-quality experience. Full-time, non-exempt with a rotating schedule including some weekends.
Team Overview: Customer Service / Contact Center values clarity, empathy, and accountability. Expect quality monitoring, regular coaching, and recognition aligned to customer satisfaction and reliability.
Key Responsibilities:
- Contact handling: Respond promptly to inbound/outbound contacts; meet handle-time, quality, adherence, and CSAT targets.
- Issue resolution: Address billing, scheduling, and service requests; triage/escalate complex cases with complete case notes.
- Documentation: Record reason codes, dispositions, and next steps in the CRM; maintain data integrity and compliance.
- De-escalation & empathy: Set accurate expectations, provide follow-through, and protect retention.
- Continuous improvement: Surface recurring pain points, suggest knowledge-base updates, and join calibrations.
Qualifications:
- High school diploma or equivalent; call center coursework a plus.
- 0–2 years of customer service; contact center experience preferred.
- Clear verbal communication, active listening, and accurate typing.
- Comfort with contact center platforms, email, and office tools; schedule flexibility.
Benefits:
- Medical, dental, vision; EAP.
- PTO, holidays, and shift differentials where applicable.
- 401(k) with match; commuter/FSA options.
- Training, coaching, and growth paths to Senior Rep/Team Lead.
Compensation: $36,000–$48,000 annual base; non-exempt with OT eligibility; final offer based on skills and market.
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