*
*Call Center Customer Service Agent : Part-time, $16/Hr ,
*
*Our Agents respond to caller inquiries in a call center environment. Agents have a daily number of calls and/or average handling time objectives that are in place to meet departmental service level agreement requirements.
*
*
*
*
*
* This is an IN OFFICE position,
*
*NOT
*
* a work from home position
*
*.
*
*
*
*
*Location- Columbia, SC
*
*Position type
*
* : Part-Time
*
*Schedule-
*
* Mon&Tues 8:20 am-5:00 pm, Wed-Friday (Time will vary), off State scheduled holidays and set national holiday
*
*Starting Pay
*
* - $16 per hourRequirements: Must be at least 18 years of age with at least a high school diploma or GED background and Drug screen is required. Must be able to work overtime as needed.
*
*Job Track Description:
*
*+ Performs business support or technical work, using data organizing and coordination skills.+ Answer inbound calls only.+ Be able to perform and meet call handle standards in a fast-paced, large call volume environment.+ Use multiple computerized systems, Multi-tasking is required+ Respond to telephone inquiries and complaints using standard scripts and procedures.+ Gather information, research/resolve inquiries, and log all inbound calls.+ Communicate appropriate options for resolution promptly.+ Inform callers about services available and assesses caller's needs.+ Deescalating occasional irate callers.+ Provide peer-to-peer training for incoming training classes that transition to the call center floor.+ Provide excellent customer service
*
*General Profile
*
*+ Expands skills within an analytical or operational process.+ Maintains appropriate licenses, training, and certifications.+ Applies experience and skills to complete assigned work.+ Works within established procedures and practices.+ Works with a moderate degree of supervision.
*
*Functional Knowledge
*
*+ Has developed skillset in a range of processes, procedures, and systems.
*
*Business Expertise
*
*+ Supports the achievement of company goals by integrating teams for the best outcome.
*
*Impact
*
*+ Impacts a team through quality of services and information provided.+ Follows standardized procedures and practices and receives moderate supervision and guidance.
*
*Leadership
*
*+ Has no supervisory responsibilities.+ Manages own workload.
*
*Problem Solving
*
*+ Ability to problem solve, self-guided.+ Evaluates issues and solutions to provide the best outcome for the client and end-users.
*
*Interpersonal Skills
*
*+ Exchanges information and ideas effectively.
*
*Responsibility Statements
*
*+ Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.+ Identifies customer needs by referring to case notes and examining each as a specific case.+ Performs routine call center activities concerning business products and services.+ Uses standard scripts and established guidelines and under supervision, to meet SLAs.+ Provides customers with information that is specialized and communicated in a warm empathetic manner.+ Gathers all necessary information to update the database.+ Escalates issues to senior levels, based on complaints or concerns.+ Explains company policies to customers.+ Performs other duties as assigned.+ Complies with all policies and standards.
