Job Description

JOB TITLE:                              CALL CENTER REPRESENTATIVE

LOCATION:                              INDIANAPOLIS, IN  46278

EXPECTED DURATION:            6 MONTHS CONTRACT

SHIFT:                                      M - F 8AM – 5PM

AS A PART OF OUR EXPERT RECALL CUSTOMER CARE TEAM, YOU WILL PLAY AN INTEGRAL PART IN THE COMMUNICATION WITH CUSTOMERS IN A RECALL EVENT.

THIS POSITION IS IN A CONTACT CENTER ENVIRONMENT AND REQUIRES YOU TO BE READILY AVAILABLE TO ASSIST CUSTOMERS VIA INBOUND PHONE CALLS.

THIS POSITION WILL BE RESPONSIBLE FOR PROFESSIONALLY ANSWERING MULTIPLE CALLS FOR A VARIETY OF CLIENTS, PROVIDING A SUPERIOR LEVEL OF CUSTOMER SERVICE AND RESPONDING PROFESSIONALLY, EFFECTIVELY AND EFFICIENTLY THROUGHOUT THE PROCESS, WHILE ACCURATELY DOCUMENTING DETAILS AND NOTES IN THE CUSTOMER DATABASE SYSTEM.

WHAT OUR PROFESSIONALS DO TO MAKE A DIFFERENCE: PROVIDE EXCEPTIONAL CUSTOMER SERVICE AT ALL TIMES OVER THE PHONE, STRENGTHEN CLIENTS’ BRANDS BY RESPONDING TO CUSTOMER INQUIRIES, PROCESSING REQUESTS, AND ALWAYS STRIVING TO SURPASS EXPECTATIONS;

UPDATE CUSTOMER DATABASE SYSTEMS BY TYPING RECORD CHANGES, DIARY NOTE ENTRIES, AND WORKFLOW CASE TO COMPLETION, ENSURING ACCURACY OF ALL ENTRIES;

ESCALATE ISSUES TO MANAGER AS APPROPRIATE;

ENSURE COURTEOUS QUALITY OF SERVICE ON ALL PHONE CALLS;

ABILITY TO MULTI-TASK WITH PHONE AND COMPUTER; ADHERE TO COMPANY POLICIES AND RESPONSIBLY MANAGE TIME & ATTENDANCE. NO TIME OFF CAN BE GRANTED DURING FIRST 3 WEEKS OF ASSIGNMENT.

THE ROLE COULD ULTIMATELY LEAD TO A FULL TIME JOB OFFER WITH STERICYCLE, IF PERFORMANCE, ATTENDANCE AND OTHER REQUIREMENTS ARE MET/EXCEEDED.

REQUIREMENTS:

HIGH SCHOOL DIPLOMA OR GED EQUIVALENT, SOME COLLEGE COURSE WORK PREFERRED BUT NOT REQUIRED, 1+ YEARS OF EXPERIENCE IN A CALL/CONTACT CENTER, CUSTOMER SERVICE OR RELATED CUSTOMER-FACING ROLE;

SOLID VERBAL COMMUNICATION SKILLS WITH PROFESSIONAL TELEPHONE ETIQUETTE;

ABILITY TO HANDLE DIFFICULT SITUATIONS PROFESSIONALLY AND WITH APPROPRIATE PATIENCE;

BASIC MATH, READING, WRITING, ORGANIZATIONAL SKILLS, AND PROBLEM SOLVING CAPABILITIES;

TYPE 25+ WPM, MEET REQUIRED DATA ENTRY AND CUSTOMER SERVICE EXPERIENCE ASSESSMENTS;

FLEXIBILITY TO WORK NIGHTS, WEEKENDS AND ALTERNATE SCHEDULES/SHIFTS IS A PLUS; BI-LINGUAL IS A PLUS.

Company Description

Stafforward, a subsidiary of BCforward, was created in order to respond to the growing customer demand for talent acquisition in the Administrative, Industrial, Healthcare and Scientific fields. While BCforward continues to deliver IT staffing services to our clients, Stafforward is a dedicated subsidiary that focuses on the growing demand in these non-IT industries. Leveraging the existing infrastructure, processes and experience of a successful staffing organization like BCforward gives Stafforward impressive national geographic reach and the immediate ability to service accounts of all sizes. Stafforward supports hundreds of active placements from large national accounts to customers local to each of our individual office locations. Stafforward services a wide variety of non-IT placement categories including executive assistants, receptionists, clerks, paralegals, engineers, project managers, janitors and quality controllers. At each office, a team of in-house recruiters will provide customized search services to locate and screen appropriate candidates. Stafforward also provides Managed Service Provider Programs in order to allow clients to outsource and consolidate day-to-day activities associated with the management of contingent labor to a single dedicated team. Typically our clients expect four things: Cost Reduction Efficiency Improvement Increased Compliance Measurable Performance Stafforward’s Managed Service Provider Programs offer all four with very little disruption to our clients business.