Call Center Representative, Full-Time

Job Description:

  • Handle inbound customer inquiries
  • Troubleshoot basic technical issues
  • Assist customers with adding or removing products and services
  • Interact with customers from coast to coast and make outbound calls
  • Listen to customers, understand their needs, and resolve issues
  • Use systems and technology for account-management tasks
  • Identify sales opportunities and apply sales skills to upgrade products and services
  • Explain and position products and processes to customers
  • Escalate customer dissatisfaction appropriately to the management team
  • Ensure first-call resolution through effective problem-solving and call handling
  • Participate in paid training and perform duties in a sedentary work-from-home/customer service environment

Requirements:

  • High school diploma or equivalent
  • Legally authorized to work in the country where the job is based
  • Able to comply with applicable minimum age and work-hour laws
  • Excellent organizational, written, and oral communication skills
  • Typing speed of 20+ words per minute with accuracy
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Basic understanding of the Windows operating system
  • Reliable, with regular attendance and punctuality
  • Ability to evaluate, troubleshoot, and follow up on customer issues
  • Conflict resolution, problem-solving, and negotiation skills
  • Customer-service orientation
  • Ability to multitask, stay focused, and self-manage
  • Strong team orientation and customer focus
  • Ability to thrive in a fast-paced, changing, and ambiguous environment
  • Excellent interpersonal and relationship-building skills
  • Willingness to submit to a Level II background and/or security investigation with fingerprint
  • Willingness to submit to drug screening; does not apply in Canada

Benefits:

  • Paid time off and paid holidays
  • Supplemental health coverage through Blue Cross for full-time employees
  • Life insurance options
  • Accident and critical illness insurance
  • Career growth and internal promotion opportunities
  • Paid training
  • Team-oriented, collaborative work environment
  • Casual dress code
  • Employer-provided equipment if needed
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