[Hiring] Customer Service Agent @Senture

Role Description

Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. Our Customer Service Agents are at the core of everything we do. They play a vital role in our success, and we’re looking for motivated, energetic individuals to join our growing team. If you enjoy helping others and thrive in a fast-paced environment, this could be the perfect opportunity for you.

• Handle both inbound and outbound calls, assisting customers while adhering to established protocols and guidelines.
• Use multiple web-based systems to resolve inquiries and deliver a high level of customer service with every interaction.

Schedule:

• Monday–Friday, with potential weekend shifts
• Operating hours: 9:00 AM – 11:00 PM EST
• Candidates should be flexible and expect later shifts

Important Details:

• This position requires government clearance
• Start date is contingent upon clearance approval
• Candidates must be willing to go to London, KY or McAllen, TX locations to complete fingerprinting

Work From Home:

• This is a remote position, and Senture provides all necessary equipment.

Qualifications

• High School Diploma or GED
• Must have US Citizenship
• Must be able to obtain and maintain required government clearance
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test
• Candidates must meet the following requirements to work from home:
• 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 for specific program
• Hotspots, satellite and wireless internet service is NOT allowed for this role.

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
• Document each customer's inquiry information into a database.
• Verify customer's 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.
• Shift and Schedule adherence.