Customer Service Representative (Hybrid, Evening Shift)
Centah Inc. is a lead and workflow management company that supports North America's home improvement businesses. They are seeking an enthusiastic and self-motivated Customer Service Representative to handle customer inquiries and provide exceptional service in a fast-paced environment.
Responsibilities
- Answer incoming calls and respond to customer's requests
- Ability to work in a fast paced environment
- Book appointments for members with a high degree of data accuracy
- Maintain excellent written and verbal communication skills on a consistent basis
- Identify and escalate issues to supervisors
- Responsible for adapting to fast changing guidelines with customers
- Informs clients by explaining procedures; answering questions; providing information
- Maintains and improves quality results by adhering to standards and guidelines
Skills
- High school graduate or G.E.D
- Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
- Excellent oral and written communication skills
- Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
- Ability to type at least 25 words per minute is preferred
- Experience in providing exceptional customer service and maintaining established quality requirements
- Must be able to pass a background check
- Average Talk Time: Less than 4 minutes per call while resolving customer issues
- Call Conversion Ratio: Require a 60%+ lead to call ratio
- Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner
- Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences
- QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly
- Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment
- Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations
- Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch
- Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed
Benefits
- Opportunity to continue working from home in our post-pandemic workplace
- Retention bonus at both the 6 month and 1 year mark
- Eligible for Medical, Dental, and Vision after 60 days of continuous employment
- $15,000 Life Insurance (Company Paid)
- 401K plan eligibility after 1 year of service w/company match of up to 4%
- Paid Time Off - Earn 10 days per year after 90-day probationary period
- Monthly Incentive Bonus Plan (up to $300)
- Weekly/monthly gift card drawings/contests for meeting goals
- Career learning and development programs
- Casual dress code
Company Overview