[Hiring] Customer Service Representative @F.H. Cann & Associates

Role Description

We’re hiring exceptional Customer Service Representatives for an exciting opportunity supporting a Federal Contract. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment. You will be required to obtain a Federal public trust clearance. Once hired, for this process you will submit an application that includes personal and employment history, complete a fingerprinting process, and undergo an extensive background investigation.

Interview Process Requirement:

• Candidates must have access to a computer or laptop with a reliable internet connection to complete the virtual interview process and required internet speed test.
• Equipment for the position will be provided by the company.
• Please Note: This is a remote position, but candidates must live in or within 30 miles of Houston or Dallas, TX.

Project Hours of Operation: Monday – Friday 8:00 AM - 10 PM EST

Essential Functions:

• Manage a high volume of back-to-back inbound calls in a fast-paced contact center environment.
• Deliver consistent, efficient call handling while maintaining professionalism and accuracy under time pressure.
• Operate multiple applications, databases, and computer programs.
• Offer superior customer service, soft customer service skills.
• Adhere to quality review of tasks handled, note accuracy.
• Meet or exceed FHC Key Performance Indicator (KPI) expectations, including call handling metrics and quality standards.
• Provide feedback to management regarding concerns and trends.
• Maintain high adherence, occupancy, & utilization within systems, and daily activities.

Qualifications

• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Ability to handle sensitive and private information.
• Well organized, results driven, and able to work in a fast-paced environment.
• Ability to resolve challenging situations calmly and professionally.
• Ability to manage time and prioritize.

Requirements

• Previous experience in a high-volume inbound call center required.
• At least 1 year of customer service experience.
• Strong data entry and typing skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat.
• High school diploma or equivalent.
• Bilingual Spanish is a plus.
• Veterans encouraged to apply.

Work Environment

• Federal and State contractor call/contact center along with Account Receivable Management.
• Remote with location-based hiring requirements.

WFH Requirements

• Reliable high-speed internet (hard wired ethernet connection required) with a minimum of 25 Mbps for Upload and Download speeds.
• Private, quiet, and distraction-free room/office space.
• Adhere to Telecommute Policy in its entirety.

Physical/Mental Demands

Physical Demands:

• Frequently required to sit, talk, or hear, in person and by telephone.
• Use hands to operate standard office equipment; reach with hands and arms.
• Occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds.
• Specific vision abilities required include close vision and the ability to adjust focus.

Mental Demands:

• Regularly required to use written and oral communication skills.
• Read and interpret data, information, and documents.
• Analyze and solve problems; observe and interpret situations.
• Learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks.
• Work under intensive deadlines; interact with vendors and staff in the course of work.

Security Clearance Requirements

Must be able to pass Federal background screening and/or state level criminal background screening.