[Hiring] Customer Care Agent @Senture

Role Description

As a Customer Care Agent, you’ll be the first point of contact for callers, providing compassionate, knowledgeable, and solution-focused support. You’ll handle a variety of inquiries—from simple questions to more complex concerns—with professionalism and empathy. This role goes beyond answering calls. You’ll build connections, understand each caller’s unique needs, and guide them toward the right solutions using the tools and resources available. Your ability to listen, educate, and consult will help ensure every caller receives a smooth and positive experience.

• Hours: Monday - Friday, 8AM to 9PM. Saturday and Sunday hours dependent on business need.
• Training: Mandatory 10 weeks of training. 100% training attendance is required. Time missed during training may result in removal from the program.
• This position is fully remote / work from home.
• Candidates must reside in the state of Indiana.
• BURMESE and SPANISH bilingual highly desired!

Qualifications

• High School Diploma or GED
• Prior call center or customer service experience highly desired
• Excellent interpersonal skills with the ability to communicate effectively both orally and in writing
• Excellent organizational and multitasking skills
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Basic computer literacy, especially with Windows-based systems
• Ability to sit for extended periods of time
• A genuine desire to help and advocate for customers
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

Requirements

• Enclosed and secure work area with zero distractions
• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office
• Must be able to meet the minimum internet speed requirements of 25 mbps download and 10 mbps upload
• Hotspots, satellite and wireless internet service are NOT allowed for this role

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction
• Act as advocate to facilitate problem resolution via telephone in a timely and courteous manner
• Document all call information according to approved operating procedures
• Navigate multiple computer systems and screens simultaneously while engaging with customer
• Verify customers information, making corrections and updates as needed
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible
• Follow-up with callers as necessary
• Use statistical contact center data to make improvements to performance
• Outbound calling for surveying to obtain client specific information
• Meet quality assurance requirements and other key performance metrics, including punctuality and attendance
• Shift and Schedule adherence
• Other duties as assigned

Benefits

• Work from home
• All equipment provided
• Competitive paid training
• Growth & Development Opportunities

Company Description

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.