Inbound Call Center Agent at VoiceLog in Remote - MN

Job description

• Inbound Call Center Agent
• Hours: Vary Monday – Friday: 12:00 PM – 10:00 PM and Saturday - Sunday: 10:00 AM – 07:00 PM
• Salary: $16.00 an hour
• Benefits available after 60 Days for Full-Time Employees
• AnswerNet is looking for remote, quality, customer-experience-oriented, enthusiastic team members to support a leading provider of low-cost wireless services operating on the nation’s largest and most reliable network. In this role, you will utilize your expert product and company knowledge to deliver a “wow” factor!
• Position Overview: The Technical Support Representative (TSR) role is far more than a standard service agent; this individual serves as a guardian of brand experience and the technical integrity of the subscriber network. In the telecommunications environment, where connectivity is a fundamental necessity, this role is strategically positioned to maintain network reliability and cultivate deep subscriber trust. TSRs ensure the subscriber journey remains uninterrupted and secure by handling inquiries and concerns and seeing them through to resolution.
• The primary responsibilities include handling inbound and outbound customer calls and providing effective solutions that meet their current and future needs. Additionally, the representative will collaborate with other TSRs and leadership to enhance customer service delivery.
• TSRs will make and place calls to and from customers using a PC-based softphone with a headset. Our ideal candidates are empathetic, patient, professional, and passionate communicators. Our most effective TSRs are technically savvy, eager to continually learn and improve their skills. A paid training program will equip you with the knowledge necessary to effectively assist customers.

Responsibilities

• The primary role is to assist customers on inbound/outbound calls, providing accurate and satisfactory answers to customer inquiries.
• Tool proficiency using AI Assist, engaging with real-time troubleshooting guidance to identify solutions while maintaining focus on the subscriber interaction.
• Authenticate and validate interactions via CPNI Standards.
• Administering One-Time Passcodes (OTPs).
• Upholding PCI DSS Standards.
• De-escalate situations involving dissatisfied customers, offering assistance and
• support.
• Guide callers through website navigation and product or service use.
• Review customer accounts and provide updates and information on billing, shipping, warranties, and other account-related matters.
• Collaborate with other TSRs and leadership to improve customer service.
• Become fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements.
• Document all call activity accurately in systems with complete and thorough notes.
• Attend all training sessions.
• Requirement to diligently log into the UKG system, Contact Center tools, and websites as required.

Requirements

• Must possess excellent written and verbal communication skills.
• Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers.
• Must have strong interpersonal skills to enable smooth conversation flow with customers, using active listening.
• Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free.
• Flexibility in role/job function changes and shift to meet customer needs and requests.
• Skilled at typing, data capture, and entry using proper grammar and correct spelling.
• Must be able to multitask, manage time properly and effectively, and work independently.
• Must be able to adapt to different situations and individuals.
• Willing and able to work 8-hour shifts using a computer with keyboard, using two monitors, and a headset with a microphone.
• Must be comfortable handling back-to-back calls in a fast-paced atmosphere.
• Be dedicated to working the schedule provided. Absences are not tolerable.
• Must be acceptable to have calls monitored and/or recorded, and understanding that agent activity is closely monitored using call center technology to ensure call quality exceeds the client's needs.
• Must be capable of reading from scripts.
• Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.
• A Windows PC is required, running Windows 10 or 11 (no MacBooks or Chromebooks or virtual machines)
• 8 GB of RAM, minimum DDR4 or DDR5
• Quad-core processor, minimum
• USB wired headset
• Wired internet connection with a minimum internet speed of 80/15
• Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods
• Dual monitors
• English as a primary language
• At least 1 year of work experience in a call center/customer service environment is required.
• Knowledge of customer service practices and principles.
• Passion for delivering great customer service.
• Solid problem-solving and troubleshooting skills.
• Ability to multitask with attention to detail and accuracy.
• High School Diploma or equivalent is required.
• Applicants must type a minimum of twenty-five (25) words per minute.
• Applicants must have a quiet place to work with no interruptions.
• Applicants must successfully pass a 7-year background/criminal check.
• Applicants must agree to and sign compliance documents.
• Other requirements may vary as determined by management.

Skills

Required

• High level of compassion for callers
• Strong interpersonal skills
• Active listening
• Flexibility in role/job function changes
• Proper grammar and correct spelling
• Ability to multitask
• Time management
• Work independently
• Adaptability
• Comfortable handling back-to-back calls
• Capable of reading from scripts
• Pass a 7-year background/criminal check