Job Details

Overview

We are seeking a Call Center Representative for a remote assignment out of Tempe, Arizona. The selected candidate will help handle all inbound calls and email requests in a timely manner from a work-from-home assignment.

Candidates must be able to work any shift including Saturdays and Sundays.

** This position can work remotely **

** This is a 1st or 2nd shift position **

** This is a full-time, 40 hour/week position; part-time will not be considered **

** Candidates must have call center experience to be considered **

Responsibilities

- Respond to alarms, answer phones, emails and chats professionally; provide services related to facilities, cities, water and sanitation issues

- Research required information using all available resources

- Handle and resolve customer complaints, process orders, forms and applications

- Identify and escalate priority issues; route calls to appropriate resources

- Follow up on customer calls, including callbacks to appropriate parties

- Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity

- May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client

- Coordinate responses between vendors and customers; work with internal and external vendors

- Enter, dispatch and complete customer work orders via various software systems; escalate issues as needed

- Record audio announcements for clients to update callers on statuses

- Utilize translation services when necessary

- Make outbound calls and follow up on unresolved inquiries using escalation steps

- Recognize and document trends in customer calls, alert account lead or managers of potential issues

- Notify technical support of system issues; escalate work stoppages as priorities

- Complete required training within expected timeframes

- Adhere to support center guidelines, including scheduled breaks and lunches

- May be asked-required to work overtime as needed depending on technical, staffing or client related issues

- Perform additional duties and projects assigned by the supervisor

Qualifications

- High School Diploma or GED

- 2 - 4 years call center experience is required

- Proficient with Outlook, Word, Excel