Role Description We are looking for Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will work evening hours handling inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management. Responsibilities - Handle inbound and outbound contacts in a courteous, timely, and professional manner - Ensure first call resolution through problem solving and effective call handling - Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed - Accurately document and process customer claims in appropriate systems - Lead fact-finding discussions to determine the best options for the customer - Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures - Comply with requirements surrounding confidential information and personal information - Escalate customer issues to the appropriate staff and managerial for resolution as needed - Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes - Adhere to all attendance and work schedule requirements Qualifications - Must be 18 years of age or older - High school diploma or equivalent - Excellent organizational, written, and oral communication skills - The ability to type swiftly and accurately (20+ words a minute) - Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) - Basic understanding of Windows operating system - 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 Qualifications - One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment - State or Federal work experience Benefits - Paid Time Off: Earn PTO and paid holidays to take the time you need. - Health Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross. - Life Insurance: Access life insurance options to safeguard your loved ones. - Supplemental Insurance: Accident and critical illness insurance - Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. - Paid Training: Learn new skills while earning a paycheck. - Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. - Casual Dress Code: Be comfortable while you work.