Enable America Jobs

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 hour

Requirements: 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.