Call Center Agent / Customer Service Representative

Job Description

Job Description

Job Title: Call Center Agent / Customer Service Representative

Job Type: · Full-time

Location: Staten Island, NY 10306

Work Schedule: 3 days onsite and 2 days remote

Pay Rate: $20 per hour

We are looking for Call Center Agent who can compassionately deliver exceptional customer service. In this role, you will provide high-quality, accurate, and professional responses to customer inquiries while adhering to regulatory and compliance guidelines. Success in this position means delivering service with integrity, building customer rapport, and creating a positive experience for every caller.

Key Responsibilities:

· Handle a high volume of inbound calls (approximately 45–75 calls per day)

· Assist callers by addressing inquiries, resolving issues, and providing appropriate solutions

· Read from and utilize knowledge base articles to ensure accurate and consistent information

· Create and manage service requests based on customer needs

· Identify and appropriately escalate complex or sensitive calls

· Maintain detailed and accurate documentation of customer interactions

· Deliver excellent customer service while remaining professional, patient, and empathetic

· Adhere to company policies, procedures, and compliance standards at all times

Knowledge, Skills, and Abilities:

· Advanced customer service skills with a strong desire to help others

· Strong phone etiquette and interpersonal communication skills

· Proficiency in Microsoft Office and general computer skills

· Experience with keyword searching (Boolean search skills a plus)

· Excellent verbal and written communication skills

· Strong listening and comprehension abilities

· Ability to remain composed, objective, and professional in all situations

· Positive, patient, and confident demeanor

Minimum Education and Experience:

· High School Diploma or GED (preferred)

· 2–3 years of customer service experience (preferred)

· Phone-based customer service experience (strongly preferred)

· Bilingual skills are a plus but not required

Training Schedule:

· Monday through Friday, 9:00 AM – 5:00 PM

· Weekend availability required

Company Culture:

· Detail-oriented — focused on quality and precision

· Outcome-oriented — driven by performance and results

· People-oriented — supportive and fairness-focused

· Team-oriented — collaborative and cooperative