Overview

Job Responsibilities

• Deliver the highest level of Customer Service daily
  
• Assist customers who have questions and/or concerns regarding their citation
  
• Identify customer needs, clarify information and provide solutions and alternatives
  
• Engage in active listening, confirm or clarify information, and diffuse angry callers, as needed
  
• Meet or exceed call center metrics/KPIs while providing excellent, consistent customer service
  
• Assist the Call Center Team Lead with meeting operational objectives by handling calls, additional projects, and support the entire operational team in cross-training initiatives
  
• Embrace a collaborative work environment and provide positive feedback to build a climate where the team can succeed in bringing value and pride in their work
  
• Treat everyone with respect, dignity, and multi-cultural sensitivity
  
• Act with transparency and fairness in all transactions with colleagues and leadership
  

Qualifications

• 1-3 years experience in a high-volume inbound call center, collections, customer service, or retail environment
  
• Reliability, trustworthiness, and accountability
  
• Superior attention to detail and proficiency de-escalating difficult customers using conflict resolution skills
  
• Excellent communication skills and strong analytical abilities, including critical thinking and problem solving skills
  
• Adaptability and flexibility to work well in a fast-paced, dynamic environment
  
• Ability to perform repetitive work that includes meeting hourly quotas of customer calls, live chats, voicemail/email follow-up
  
• Demonstrated intermediate level, or above proficiency in MS Office Suite including Office, Word, and Excel
  
• Experience and proficiency working with technology including navigating cloud-based resources, IT software, and internet platforms (instant messaging, chats, group poster boards
  
• Experience learning or using ADP Payroll/timekeeping and SLACK internal messaging
  
• Possess a strong work ethic and is a self-motivated team member
  
• High School Diploma or GED is required
  
• Bilingual Spanish/English
  

Work Environment

• Remote opportunity but must reside in EASTERN time zone
  
• Monday-Friday work week
  
• Hours: 8:00AM - 5:00PM
  
• Contract to hire position
  
• Comprehensive benefits package including health, dental, vision, and 401(k)
  
• Applicants must be currently authorized to work in the United States on a full-time