Inbound Call Center Agent

Job Description

Job Description

Inbound Call Center Agent
Hours: Vary Monday – Friday: 12:00 PM – 10:00 PM and Saturday - Sunday: 10:00 AM – 07:00 PM
Salary: $16.00 an hour
Benefits available after 60 Days for Full-Time Employees 

About AnswerNet 
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:
AnswerNet is looking for remote, quality, customer-experience-oriented, enthusiastic team members to support a leading provider of low-cost wireless services operating on the nation’s largest and most reliable network. In this role, you will utilize your expert product and company knowledge to deliver a “wow” factor!

Position Overview : The Technical Support Representative (TSR) role is far more than a standard service agent; this individual serves as a guardian of brand experience and the technical integrity of the subscriber network. In the telecommunications environment, where connectivity is a fundamental necessity, this role is strategically positioned to maintain network reliability and cultivate deep subscriber trust.  TSRs ensure the subscriber journey remains uninterrupted and secure by handling inquiries and concerns and seeing them through to resolution.

The primary responsibilities include handling inbound and outbound customer calls and providing effective solutions that meet their current and future needs. Additionally, the representative will collaborate with other TSRs and leadership to enhance customer service delivery.

TSRs will make and place calls to and from customers using a PC-based softphone with a headset. Our ideal candidates are empathetic, patient, professional, and passionate communicators. Our most effective TSRs are technically savvy, eager to continually learn and improve their skills. A paid training program will equip you with the knowledge necessary to effectively assist customers.

Responsibilities include, but are not limited to:

• The primary role is to assist customers on inbound/outbound calls, providing accurate and satisfactory answers to customer inquiries.
• Tool proficiency using AI Assist, engaging with real-time troubleshooting guidance to identify solutions while maintaining focus on the subscriber interaction.
• Authenticate and validate interactions via CPNI Standards.
• Administering One-Time Passcodes (OTPs).
• Upholding PCI DSS Standards.
• De-escalate situations involving dissatisfied customers, offering assistance and
• support.
• Guide callers through website navigation and product or service use.
• Review customer accounts and provide updates and information on billing, shipping, warranties, and other account-related matters.
• Collaborate with other TSRs and leadership to improve customer service.
• Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements.
• Document all call activity accurately in systems with complete and thorough notes.
• Attend all training sessions.
• Requirement to diligently log into the UKG system, Contact Center tools, and websites as required.

TSR Skills/Qualifications:

• Must possess excellent written and verbal communication skills.
• Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers.
• Must have strong interpersonal skills to enable smooth conversation flow with customers, using active listening.
• Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free.
• Flexibility in role/job function changes and shift to meet customer needs and requests.
• Skilled at typing, data capture, and entry using proper grammar and correct spelling.
• Must be able to multitask, manage time properly and effectively, and work independently.
• Must be able to adapt to different situations and individuals.
• Willing and able to work 8-hour shifts using a computer with keyboard, using two monitors, and a headset with a microphone.
• Must be comfortable handling back-to-back calls in a fast-paced atmosphere.
• Be dedicated to working the schedule provided. Absences are not tolerable.
• Must be acceptable to have calls monitored and/or recorded, and understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client's needs.
• Must be capable of reading from scripts.
• Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.

Technical Requirements:

• A Windows PC is required, running Windows 10 or 11 (no MacBooks or Chromebooks or virtual machines)
• 8 GB of RAM, minimum DDR4 or DDR5
• Quad-core processor, minimum
• USB wired headset
• Wired internet connection with a minimum internet speed of 80/15
• Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods
• Dual monitors

Hours of Operations / Schedules:

• 12:00 PM – 10:00 PM Eastern Prevailing Time, Monday through Friday; Saturdays and Sundays 10:00 AM – 7:00 PM Eastern Prevailing Time
• 40 hours per week is required. Schedules are subject to change based on the client’s needs.
• Paid 15-minute breaks are provided for 4-hour shifts
• 60-minute unpaid lunches

Language:

• English as a primary language

Experience/Job Requirements:

• At least 1 year of work experience in a call center/customer service environment is required.
• Knowledge of customer service practices and principles.
• Passion for delivering great customer service.
• Solid problem-solving and troubleshooting skills.
• Ability to multitask with attention to detail and accuracy.
• High School Diploma or equivalent is required.
• Applicants must type a minimum of twenty-five (25) words per minute.
• Applicants must have a quiet place to work with no interruptions.
• Applicants must successfully pass a 7-year background/criminal check.
• Applicants must agree to and sign compliance documents.
• Other requirements may vary as determined by management.