About this position
Job Summary
The Call Center Specialist (CCS) serves as the first point of contact for callers, managing all inbound calls and handling outbound calls when necessary. As the "first voice" of the company, the CCS is responsible for providing exceptional customer service with professionalism, enthusiasm, and a positive tone. The role involves assessing callers’ needs, resolving inquiries, and ensuring a seamless transition to appropriate personnel when required.
Key Responsibilities
- Answer incoming calls within designated timeframes, ensuring prompt and courteous responses.
- Resolve inquiries when possible or perform a warm transfer to the appropriate individual when necessary.
- Handle 100+ calls daily, adjusting based on call volume.
- Make outbound calls as required.
Report directly to the Regional Director of Association Services.
Schedule
This is a remote position requiring at least 40 hours per week, which may include evenings and weekends. Shifts are 8 hours and include two 10-minute breaks and one 30-minute lunch break. The candidate must be available to respond promptly to emergencies.
Required Skills and Abilities
- Excellent verbal and written communication skills.
- Ability to write professional emails to internal and external stakeholders.
- Strong multitasking and time management skills, with the ability to prioritize effectively.
- Problem-solving and decision-making abilities.
- Self-motivated with strong initiative and the ability to work independently.
- Proficiency in Microsoft Office applications.
Professional Requirements
- Uphold a positive, compassionate, and ethical approach in all interactions.
- Represent the company’s values, policies, and procedures with enthusiasm and ownership.
- Exhibit loyalty to the organization and its goals.
- Demonstrate patience, respect, and a calm demeanor, particularly in stressful situations.
- Show a proactive approach to communication, addressing issues before they escalate.
- Follow company scripts and adhere to service standards
Communication and Service
- Understand and communicate the company’s core values and services to callers.
- Utilize active listening to fully understand callers’ needs before resolving issues or transferring calls.
- Show empathy and maintain a "servant mentality" in all communications.
- Consistently follow proactive communication practices to prevent issues from escalating.
- Adhere to the company’s scripts to ensure consistent service quality.
Physical Requirements
- Prolonged periods of sitting and working on a computer or phone.
- Ability to use a headset for extended periods of time.
- Must be able to type and input data accurately while conversing with callers.
- May occasionally need to lift and carry items up to 10 pounds, such as files or office supplies.
Equal Opportunity Employment
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We celebrate the unique backgrounds, perspectives, and talents of all employees, creating an environment where everyone feels valued, respected, and empowered. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, disability status, or any other characteristic protected by applicable laws and regulations. We comply with all federal, state, and local laws governing nondiscrimination in employment.
Salary Information
$16.0
Hourly Wage