Call Center Agent New England States Only

Job Type: Full Time - Work from Home
Hours: M-F 8:00 AM-5:00 PM EST
Salary: $18.00 to $19.00 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 customers regarding the new community energy program, 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 CPA Programs, and develop an 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 CPA is continually up-to-date, and 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, and escalate critical issues to the client quickly
• Assist the client with urgency, ensure accurate processes are followed, and provide feedback
• Practice high ethical standards; be accountable for data security, time, communication, and 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 $18.00 per hour and then at a Tier 2 rate of $19.00 per hour, with an opportunity for growth and advancement. Call Center Hours of Operation will be 8:00 AM - 5:00 PM Eastern time, Monday-Friday. Agents will be full-time with a 5-day work week currently; hours are subject to change as per business needs. Note that training attendance is mandatory.
• Agents will work from home. Work from home agents must reside in either New Hampshire, Massachusetts or New England.
• Applicants must have a laptop or desktop (Windows 11, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down). Note that good internet access is mandatory. The following browsers are supported for programs to be used: Google Chrome, Microsoft Edge, Apple Safari 11, and Internet Explorer 11.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.