Contact Center Customer Service Representative

Job Description SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. The company offers solutions specific to court and agency needs in the community corrections industry throughout all phases of client management. The Customer Service Agent is responsible for providing high‑quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account‑related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. Job Type: Full‑time Remote Customer Service Representative in a Contact Center. Schedule Requirements The Contact Center operates 24/7 including all holidays. Work schedules may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays with 2 weekend days. Training runs Monday through Friday for 5 weeks, with daily 8‑hour sessions (timing may vary between 8 AM and 8 PM EST). Schedules are assigned at hire and will not be altered within the first 90 days unless business needs require a change. Duties / Responsibilities Handle inbound and follow‑up customer interactions through phone and digital communication channels. Respond to customer inquiries in a timely, accurate, and professional manner. Deliver high‑quality, personalized customer service while maintaining a professional and supportive approach. Promote and reinforce the company’s brand by helping customers navigate services and supporting their return to normal daily activities. Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate systems. Identify unresolved issues and elevate them to the appropriate department or authorized resource when necessary. Assist customers with billing‑related questions, appointment scheduling, and troubleshooting as needed. Experience and Skills Excellent communication, customer service, interpersonal and typing skills. Ability to work efficiently and effectively in a high‑volume, multitask environment. Effective and accurate decision‑making skills. Successful telephone service techniques with troubleshooting, issue resolution, and de‑escalation. Proficient in Microsoft Office: Word, Outlook, Excel. Ability to incorporate developmental feedback from management. Ability to adapt quickly to change. Bilingual language skills are a plus. Understanding of performance metrics and the ability to work within a metrics‑driven environment. Strong technical knowledge with ability to troubleshoot basic computer or system issues independently. Strong verbal communication skills, including active listening and empathy with customers. Education and Experience High School Diploma or GED required. Minimum of 2 years in Call Center Customer Service or Technical Support preferred; 1 year of transferable skill set required. Work‑From‑Home Requirements Employee must provide a computer, headset, and wired internet connection that meets company specifications. Windows 11 with Intel® i5‑4440 2.1 GHz processor, 16 GB RAM, 50 GB free space, Microsoft Edge or Google Chrome. MacOS 14.0 Sonoma with Apple® M3 processor, 16 GB RAM, 50 GB free space, Google Chrome. Chromebooks are not supported. Use of a computer camera during training and meetings is required. A wired internet connection at regular speed is encouraged. Dual monitor setup is recommended. Self‑discipline to provide a professional conversational experience during scheduled shifts is required. Physical Requirements Sitting 75–100% Standing 75–100% Fine motor movements 75–100% Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Comprehensive Benefits Package Retirement Savings: 401(k) retirement savings plan. Company match: 100% on the first 3% contributed and 50% on the next 2% contributed. Health and Wellness: Health insurance coverage. Dental insurance. Vision insurance. Health Savings Account (HSA) with employer contribution. Flexible Spending Account (FSA) for medical and dependent care expenses. Financial Protection: Disability insurance. Life insurance at 1.5× annual salary; supplemental coverage available. Work‑Life Balance: Paid time off. Paid sick time. Employee Assistance Program (EAP). Additional Perks: Referral program. Tuition reimbursement up to the IRS limit annually. SCRAM is committed to empowering employees to thrive both personally and professionally. Join us and take advantage of our comprehensive benefits package as you embark on this rewarding career journey. #J-18808-Ljbffr