Job Description

Become part of the ChaseSource Team! We are currently hiring for VIRTUAL CALL CENTER AGENTS to support one of our projects supporting various state and commercial clients.

Agents will be responsible for receiving inbound calls and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. Agent will need to support Tier 1 agents by accepting warm/cold transfers for further troubleshooting and escalation support.  Agent will need to be articulate, patient, and possess the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition.

RESPONSIBILITIES:

• Provide customer support through technical competence and effective communication skills.
• Provide “best in class” customer experience on every customer interaction.
• Troubleshoot the customer’s problems using the tools provided and troubleshooting knowledge.
• Provide Tier 1 agents with support to include escalations by phone, email, and conduct in depth troubleshooting for customers.
• Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.
• Able to filter through large amounts of data to identify trends, pull specific information and make outbound calls to customers for resolution.
• Able to identify and escalate customer issues with empathy.

QUALIFICATIONS:

• High school diploma or equivalent
• Demonstrate clear written communication skills defined as the ability to clearly document symptoms, troubleshooting steps and compose professionally written emails/escalations while typing at least 30 words per minute.
• Demonstrate clear verbal communication skills defined as the ability to speak clearly in English and educate and guide customers, of all technical skill levels, through support interfaces and troubleshooting processes.
• Demonstrate the ability to provide “best in class” customer experience, professionalism and courtesy as well as a sense of confidence and ownership in resolving customer issues.
• Demonstrate customer service skills defined as the ability to probe and identify customer needs, to inform and educate the customer through the support process, to use resources to quickly identify resolutions and resolve customer issues and to empathize and / or diffuse potential escalated customer complaints.  An ability to control a support conversation while matching the customer’s sense of urgency is vital.
• Ability to multitask defined by speaking on the phone, utilizing multiple applications for research and typing at the same time.
• Demonstrate ability to work in a fast paced, team environment
• Ability to adapt to change in product, processes and last minute updates with ease
• Good analytical and problem-solving skills
• Ability to sit for long periods of time
• Ability to work flexible shifts
• Attention to detail

EQUIPMENT QUALIFICATIONS:

·         Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent

·         AMD Processor

·         Computer Type: PC compatible (no Macs or Chromebooks)

·         Minimum OS Version: Windows 10 (with all recent updates)

·         Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors

·         Minimum RAM: 4GB or greater

·         Minimum Graphics Resolution: 1024x768

·         Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)

·         Monitor Size: 17 inches or larger

·         Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)

·         Internet Connection: DSL, cable, or fiber-optic (no dial-up, satellite, or 4G

·         wireless connections)

·         Internet Speed: High-Speed internet access, 5MBPS upload/download minimum

·         Anti-virus Software: Must be on the current version

·         Headset: PC headset, preferably with noise-canceling microphone

APPROVED LOCATIONS:

To qualify, you must reside in one of the following states:

·         AR

·         FL

·         GA

·         IL

·         KS

·         NH

·         NJ

·         OH

·         PA

·         TX

·         VA

Company Description

ChaseSource combines the energy, excitement, and the fast pace of an entrepreneurial enterprise with the stability and resources of a large corporation. ChaseSource is one of the most opportunistic and agile staffing firms in the USA. ChaseSource is a minority-owned enterprise specializing in recruiting and helping organizations solve their staffing issues.