Employment Opportunity
Contact Center Agent
Job Description:
VIA is seeking Contact Center Agent(s) to work part time schedule. This position works in a remote capacity and is primarily responsible for handling and documenting incoming and outgoing calls.
Applicants will be expected to maintain flexibility in scheduling to the extent practical to support the needs of our 24-hour/7 day a week call center operations.
Essential Functions:
Answer and document all incoming calls in accordance with Contact Center procedure
Learn contract specific protocols to facilitate performance goals of client and department
Complete and document outbound calls in accordance with contract requirements
Answer and document incoming calls in accordance with contract requirements
Establish rapport and quickly build relationships with contacts
Maintain high quality customer service standards
Attain and maintain key performance goals
Competencies:
Proficient in the use of Microsoft Word and Excel, and Windows
Ability to learn additional software platforms as required
Able to type a minimum of 25wpm
Demonstrate excellent internal and external customer service
Effectively work with individuals of diverse backgrounds
Adapt communication style depending on assigned duty
Effectively communicate with colleagues, customers, and vendors
Maintain confidentiality and professionalism in a fast-paced environment
Succeed in completion of duties when unsupervised and work well as part of a team
Apply agency standards in performance of position duties
Demonstrate a detail orientation in completion of duties
Maintain a calm, sensitive demeanor in an actively changing work environment
Qualifications:
High School diploma or equivalent
Prior experience with customer service and/or contact center work preferred
Must live in the one of the following states: New York, Pennsylvania, North Carolina, South Carolina
Ability to provide documentation of legal blindness preferred but not required
Ability to work shifts scheduled between 8:00 AM and 4:00 PM, Monday through Friday
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