CSR- Mid Day Shift 10:30-7pm or 1130-8pm

The Call Center Representative (CSR) is the first point of contact for members and plays a critical role in delivering a compassionate, professional, and efficient customer experience. This position requires a high level of empathy, active listening, and the ability to follow established scripts and procedures while handling a high volume of inbound calls.CSRs are expected to maintain strict adherence to scheduling, attendance, and performance standards to ensure service levels are met and members receive timely assistance.Key ResponsibilitiesMember Experience & EmpathyProvide a caring, respectful, and empathetic experience to all members, especially those who may be in vulnerable or stressful situationsActively listen, demonstrate understanding, and respond with patience and professionalismDe-escalate concerns while maintaining a calm and supportive toneCall Handling & Script AdherenceHandle a high volume of inbound calls in a fast-paced environmentFollow established call scripts, workflows, and compliance requirements consistentlyAccurately document all interactions in company systems in real timeEnsure all information provided to members is accurate, appropriate, and compliantPerformance & ProductivityMeet or exceed established Key Performance Indicators (KPIs), including:Average Handle Time (AHT)Call quality standardsAfter-call work expectationsMaintain focus and efficiency throughout scheduled shiftsSchedule Adherence & AttendanceAdhere strictly to assigned work schedules, including start times, breaks, and lunchesMaintain reliable attendance in accordance with company policyBe present and available to take calls during all scheduled working hoursPromptly notify leadership of any attendance-related issues in accordance with policyTeam & Operational SupportCollaborate with supervisors and team members to support overall call center performanceAccept coaching and feedback to continuously improve performanceMaintain professionalism in all interactions with members and coworkersQualificationsHigh school diploma or equivalent requiredPrior customer service or call center experience preferredStrong communication and interpersonal skillsAbility to demonstrate empathy while maintaining efficiencyComfortable working in a structured, metrics-driven environmentBasic computer proficiency and ability to navigate multiple systemsWork EnvironmentHigh-volume, fast-paced call center environmentProlonged periods of sitting and working on a computerContinuous phone and system usage throughout shiftKey Expectations for SuccessDemonstrates genuine care and empathy in every member interactionFollows scripts and processes consistently and accuratelyMaintains strong schedule adherence and dependable attendanceMeets or exceeds performance metricsContributes to a positive, professional team environment #J-18808-Ljbffr LCP TRANSPORTATION LLC