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

Role Description

Are you passionate about helping others and making a difference in your community? F.H. Cann & Associates is seeking enthusiastic and customer-focused Temporary Customer Service Representatives (CSRs) to support an important statewide program.

Project Hours of Operation: Monday – Friday, 8:00 AM – 7:00 PM EST.

Please Note: This is a remote position, but candidates must live in or within 30 miles of Atlanta, GA.

In this role, you will assist customers by providing exceptional service and support in a fast-paced, professional environment. This temporary opportunity offers full-time hours with operating schedules of Monday through Friday, working 8-hour shifts between 8:00 AM and 7:00 PM EST. If you enjoy helping others and making a positive impact, we encourage you to apply.

Essential Functions

• Receive high volume in-bound calls and assist customers with starting/stopping/transferring service.
• Occasional out-bound calls for verification purposes.
• Data entry of sensitive information.
• Research and resolve customer questions and issues using online tools and systems.
• Operate multiple applications, databases, and computer programs.
• Assist customers with setting up payment arrangements and budget billing.
• Assist customers with processing payments.
• Assist customers with setting up and or accessing online accounts.

Competencies

• Ability to retain information taught and leverage that information.
• Ability to acknowledge customer issues and provide solutions to solve them.
• Ability to absorb or create best practices to provide great customer experience.
• Proficiency with Internet Explorer, Microsoft Excel and Word, Outlook email, and Adobe Acrobat.
• 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.

Preferred Education and Experience

• Previous experience in a high-volume inbound call center required.
• At least 1 year of customer service experience.
• Experience working in a remote environment preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat.
• Strong data entry and typing skills.
• 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.

Security Clearance Requirements

• May be required to pass Federal background screening and/or state level criminal background screening.

WFH Requirements

• Reliable high-speed internet (hard wired ethernet connection required) with 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; use hands to operate standard office equipment; reach with hands and arms; occasionally required to stand and walk; lift and carry reports and records weighing up to 20 pounds; specific vision abilities 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.

Equal Opportunity Employer

F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected class under applicable law.

As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.

If you need accommodation as part of the employment process, please contact Human Resources at [email protected].