Call Center Reprentative Job at TalentBurst, Saint Paul, MN

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  • TalentBurst
  • Saint Paul, MN

Job Description

JOB DESCRIPTION:

Contact Center Rep Location: St Paul, MN Duration: 6+ months Hybrid (mostly remote, onsite if required) Notes These roles will be primarily remote, only coming in if and when required. The first two days, it will be required to be onsite. Training will be 8am-4:45pm. It is imperative that candidates are RELIABLE. Missing even one day of training will put them behind the rest of the class. The shifts are assigned after training based on workforce management needs, but generally start times are between 7 am - 9:30 am and shifts are 8 hours with an option for a 30 or a 45 minute lunch. Only full time candidates will be considered. No option for part-time with this cohort. For ALL submittals: the managers would like to see test results for both a data entry alpha-numeric test (measured in KPH with accuracy %) AND a standard WPM typing test. MINIMUM WPM is 35-40. The managers are seeking candidates that are reliable, have solid work history, and strong attention to detail. Previous call center/customer service experience ideal. Overview Are you seeking a rewarding career with opportunity for advancement? We are eager for you to share your customer service experience with us in a Contact Center Senior Representative role. You will learn about the various products we offer and work with customers daily, delivering our Brand! Summary We are looking for a Contact Center Senior Representative to act as an empathetic front-line problem solver, providing support to our customers, advisors, channel partners, and distributors by phone, email, and/or chat in an inbound service center. Successful Contact Center Senior Representatives are reliable, consistent, motivated, and compassionate individuals who strive to meet our quality standards. This opportunity is Monday - Friday, NO weekends and is a virtual, hybrid work option. The contact center hybrid model is event based, with events requiring in-office presence to include: Technical disruption in home working environment or equipment lasting more than one hour (including but not limited to internet/electricity outage, laptop failure) Onsite required for important and/or special events as determined by our management team and other business needs where working in the office is more effective than being virtual. Responsibilities include but not limited to Provide compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards of the company Assist customers with initiating a variety of insurance claims Explain and resolve complex claim, policy, or account information/issues to our customers and clients Understand and meet or exceed call center metrics while providing an excellent customer experience Cross-train into additional product line upon successful completion of primary training program Qualifications This position has technological requirements to work remotely. Must meet technical requirements (see details below). Strong customer service mindset, "We do it with you" attitude, active listening skills, ability to empathize with customers, and professional phone etiquette. Excellent verbal and written communication skills Self-motivation, punctuality, and dependability Reliability, trustworthiness, and ability to maintain required confidentiality. Proficiency with computers, ability to navigate multiple systems while on calls, and strong typing skills. Ability to multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day. Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve customer issues. Strong willingness to learn and continue to grow with the company. Must Have Ability to navigate multiple windows-based systems at once Basic computer and solid general technical aptitude Nice To Have Contact center as a service CRM Salesforce Salesforce.com Strong data entry skills Internet Service Requirements Wired Internet connection (NOT WIFI) Service provided by a fiber, cable, or DSL. NOT supported service: 5G (Mobile), satellite, and wireless broadband Carrier Dynamic DNS on modem/routers are NOT supported (ie. Centurylink/Lumen) Recommended Dedicated Internet speeds* Download speed: 100 Mbps (25 Mbps minimal required) Upload speed: 10 Mbps (5 Mbps minimal required) VOIP requirements: To check these statistics, you can visit Fusion Connect for a

SPEEDTEST

Jitter: Less than 30ms Latency: Less than 150ms Packetloss: 1% or less Physical job requirements Ability to work at least 40 hours per week Ability to utilize keyboard, mouse and computer for up to 6-8 hours per day Ability to utilize phone for approximately 6-8 hours per day Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Tags

Full time, Part time, Shift work, Monday to Friday,

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