Call Center Agent Irwindale ECC

Job Description

Job Description

Job Type: Full-Time – Work from Home
Hours: M-F 8:00 AM-5:00 PM EST
Salary: $23.41 to $24.26 Hourly

Company Information:

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.

Job Duties / Responsibilities / Essential Functions:

• Answer inbound calls from CCA customers, including program questions and bill-related inquiries
• Provide white-glove premier customer service using strong written and verbal communication
• Be proficient in understanding and articulating the nuances of the assigned CCA Programs, develop understanding of billing and customer service complexities
• Ensure that all required contractual and Service Level Agreements are met
• Ensure program and billing knowledge of assigned CCA is continually up-to-date; provide expertise to customers and internal colleagues as requested
• Work to consistently improve by implementing feedback from regular coaching sessions
• Utilize group chat to ensure first call resolution, escalate critical issues to client quickly
• Assist client with urgency, ensure accurate processes are followed, provide feedback
• Practice high ethical standards; be accountable for data security, time, communication, statistics
• Maintain effective working relationships with coworkers, clients, customers, and utilities
• May be asked to handle Spanish Bilingual Calls

Required Knowledge / Skills / Abilities / Qualifications
· Strong customer service skills, diplomacy, and tact
· Organized and detail-oriented, analytical with data entry and written program information
· Strong verbal and written communication for logging calls and live chat
· Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts

Qualifications
· Education Level – High School Diploma Required, Associate’s Degree or above a plus
· Work Experience – 2 years, customer service experience preferred
· Bilingual is a plus (English/Spanish)

Salary & Operations

• This position is at an hourly rate, starting at a training rate of $23.41 per hour and then at a Tier 2 rate of $24.26 per hour, with an opportunity for growth and advancement. Call Center Hours of Operation will be 8:00 AM – 5:00 PM Pacific time Monday-Friday. Agents will be full-time with a 5-day work week currently; however, hours are subject to change as per business needs. Note that training attendance is mandatory.
• This is a work-from-home remote job whereby applicants must have a laptop or desktop (Windows 11, i5 CPU or equiv, 8 GB RAM, broadband internet (200 Mbps up/down). Note that access to high-speed internet is necessary; we do require that agents are hardwired by an Ethernet cable to their router/modem. The following browsers are supported for programs to be used: Google Chrome, Microsoft Edge, Internet Explorer 11. Should have a home office setup away from noise and distractions.