Customer Service Representative

At Customer Contact Services (CCS), we are a growing, fast-paced contact center that provides professional telephone answering services for a wide range of clients. Our team takes pride in delivering accurate, courteous, and timely service while managing a high volume of inbound calls. We are looking for dependable, customer-focused individuals who can stay organized, follow processes, and maintain professionalism in a dynamic call center environment.

The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional, and timely manner. Primary responsibilities include following client-specific scripts, gathering and documenting caller information accurately, scheduling appointments, and ensuring messages are relayed correctly. CSRs must be able to manage back-to-back calls, adapt quickly between different client accounts, and provide consistent service in a busy call center setting. Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.

Job Responsibilities:

• Deliver exceptional customer service to all callers
• Answer incoming calls in a timely manner
• Identify caller’s needs for call resolution
• Adhere to company scripts and procedures to ensure consistency
• Provide customers with product and service information
• Accurately process online reservations
• Accurately document call information and interactions
• Maintain knowledge base of evolving products and services
• Identify and escalate issues to supervisors
• Maintain Quality Assurance standards
• Ongoing training for all CCS client programs and accounts
• Other duties as assigned

Requirements:

• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written communication and documentation skills
• Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules.
• Strong problem-solving skills and attention to detail.

Availability Requirements:

• 20-40 hours per week
• Available Saturday or Sunday 

Available shifts:

• 6:00 AM - 10:00 AM CST
• 10:30 AM - 7:00 PM CST
• 12:30 PM - 9:00 PM CST
• 2:30 PM - 11:00 PM CST

Equipment Requirements:

• Keyboard - F1 - F12 keys, Page Up/Page Down
• Two monitors
• Webcam
• Ability to connect to internet via an ethernet cord (WIFI not permitted)
• Wired USB Headset 
• Windows 11
• 8 gigs of RAM or more (Installed Physical Memory)
• Intel i3 or AMD Ryzen 3 CPU or better.

Benefits:

• Work from home
• Monthly Performance Bonus Opportunities
• Medical insurance (full-time employees)
• Dental, and Vision insurance (full-time employees)
• 401k
• Paid time off
• Life insurance
• Holiday incentive pay
• Employee events and activities
• Advancement opportunities

A two-week remote training begins Monday, June 22nd and follows the schedule of Monday - Friday 8:00 - 4:30 CST.