Job Description

JOB DESCRIPTION:

The Inbound Call Center Representative will be taking incoming calls, booking appointments, following up with existing customers to ensure customer satisfaction, and reaching out to our valued customers to schedule regular maintenance.

ESSENTIAL DUTIES

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Ensure first call resolution through problems solving and effective call handling
• Adhere to all attendance and work schedule requirements.

REQUIRED

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

PREFERRED (NOT REQUIRED)

• One (1) year of experience in customer service, technical support, back-office, chat, or administrative support in a contact center environment
• Work at home experience

Job Types: Full/Part Time

BENEFITS:

• 401(k)
• Flexible Schedule
• Health Insurance
• Medical, Dental, Vision, & Life Insurance

Company Description

T. Hansen Construction is a masonry contractor working primarily in the commercial construction market since 1985. The company handles a wide range of building projects from large schools, banks, hospitals, retail and commercial buildings to smaller warehouse buildings and masonry repair work. Masonry products the company works with include regular and burnished concrete masonry, brick, natural and cultured stone and precast concrete. The company prides itself in their professionalism and experience in handling presence sensitive projects including educational and medical facilities.