Remote Call Center Representative

Job Description

About the Role

We're hiring a Remote Call Center Representative for a full-time, work-from-home position supporting a 24/7 Support Center handling facilities, utilities, water, and sanitation-related customer service. This role requires a dedicated home office space and upgraded internet service. Employees must be able to work any shift between 12:00 a.m. and 12:59 p.m. Pay: $20.00- $22.00 per hour DOE

What You'll Do

• Respond to alarms, phones, emails, and chats professionally regarding facilities, water, and sanitation issues
• Research information using all available resources
• Handle and resolve customer complaints; process orders, forms, and applications
• Identify and elevate priority issues; route calls to appropriate resources
• Follow up on customer calls, including callbacks
• Complete call reports and maintain department standards for attendance and productivity
• Work outbound call campaigns or serve as a dedicated agent for specific clients
• Coordinate responses between vendors and customers
• Enter, dispatch, and complete customer work orders via various software systems
• Record audio announcements and utilize translation services when necessary
• Recognize and document trends in customer calls; alert leadership of potential issues
• Notify technical support of system issues and elevate work stoppages
• Complete required training within expected timeframes
• Adhere to Support Center guidelines, including scheduled breaks and shifts
• Work overtime as needed based on technical, staffing, or client needs

What You Bring

• High school diploma or GED required
• 2-4 years of call center/customer service experience (or equivalent combination of education and experience)
• Strong verbal and written communication skills; clear, pleasant speaking voice
• Ability to navigate multiple databases (5-7)
• Basic to intermediate computer skills (Outlook, Word, Excel)
• Strong problem analysis and problem-solving skills; customer service orientation
• Excellent organizational skills and attention to detail
• Adaptability, teamwork, professionalism, and courtesy
• Stress tolerance and the maturity to work unsupervised in a virtual environment
• Basic computer troubleshooting skills
• Ability to adhere to a set schedule with predetermined breaks
• A distraction-free virtual home work environment

Preferred Qualifications

• Some college coursework or training beyond high school
• Knowledge of facilities maintenance, utilities, city services, and/or water/wastewater management
• Experience with Salesforce, Vonage Telephony, or CMMS platforms (e.g., Maintenance Connection)

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#LI-MR1

Additional Information

HKA Enterprises is a global workforce solutions firm. If you're seeking a new career opportunity or project experience, our recruiters will work to understand your qualifications, experience, and personal goals. At HKA, we recognize the importance of matching employee goals with those of the employer. We strive to seek credibility, satisfaction, and endorsement from all of our applicants. We invite you to take time and search for your next career experience with us! HKA is an EEO Employer who participates in the US Citizenship and Immigration Services E-Verify Program.

Meet Your Recruiter

Michael Rivera

HKA Enterprises is a global workforce solutions firm. If you're seeking a new career opportunity or project experience, our recruiters will work to understand your qualifications, experience, and personal goals. At HKA, we recognize the importance of matching employee goals with those of the employer. We strive to seek credibility, satisfaction, and endorsement from all of our applicants. We invite you to take time and search for your next career experience with us! HKA is an EEO Employer who participates in the US Citizenship and Immigration Services E-Verify Program.