[Hiring] Call Center Representative @Phoenix Data Corporation Inc

Role Description

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. This is not a high-volume contact center. While some calls may be less time consuming, some require detail, research, and probing questions. All tickets/case notes require correct descriptions and appropriate attachments, and all calls should be handled with exceptional customer experience.

• Handle high-volume inbound customer interactions while delivering exceptional customer service. Some outbound calls transpire.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
• Research issues thoroughly before determining if escalation is necessary.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Ask probing questions to identify root causes and determine appropriate solutions.
• Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers when cross trained between all campaigns and applications.
• Accurately summarize every customer interaction within the CRM or ticketing system.
• Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
• Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
• Attach supporting documentation to customer cases when appropriate.
• Follow all client, state, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams communications throughout the workday without reminders.
• Adapt quickly to changing client processes and operational needs.
• Meet productivity, quality, attendance, and schedule adherence expectations.
• Support phone and chat channels as business needs require.

Qualifications

• High school diploma or GED required.
• Minimum three (3) years of recent inbound contact center customer service experience within the last six years.
• Experience in a high-volume contact center environment.
• Ability to quickly learn multiple campaigns and changing business processes.
• Strong troubleshooting and critical thinking skills.
• Excellent documentation and organizational skills.
• Strong verbal and written communication skills.
• Excellent customer service and soft skills.
• Ability to multitask across numerous systems simultaneously.
• Ability to type 50 WPM accurately while speaking with customers.
• Strong attendance history and dependability.
• Experience using CRM platforms and contact center software.

Requirements

• Must successfully complete employment verification, professional reference verification, criminal background screening, drug screening, and remote system verification.

Benefits

• Paid Time Off
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Cross-training opportunities
• Permanently full-time employment