Call Center Representative
Position Summary
The Call Center Representative serves as a primary point of contact for customers, providing professional, courteous, and accurate support for inquiries related to products, services, and existing accounts. This role is responsible for handling inbound calls and written correspondence, resolving customer issues, processing account-related requests, and supporting customer retention efforts. Representatives may work across multiple programs and schedules may vary based on business needs.
Key Responsibilities
- Maintain knowledge of assigned products, services, and customer programs
- Deliver a high-quality customer experience through effective communication and problem-solving
- Meet established performance goals related to quality, productivity, customer satisfaction, and attendance
- Identify opportunities to promote additional products or services when appropriate
- Assess customer needs and provide accurate information and solutions
- Process customer requests, account updates, correspondence, and related transactions in a timely manner
- Organize, scan, distribute, and maintain customer documentation and records
- Prepare outgoing communications, reports, and documentation
- Perform data entry, record retention, filing, and document retrieval functions
- Support special projects and other duties as assigned
- Follow all company policies, procedures, and compliance requirements
Qualifications
- Associate degree with 1-2 years of related experience, OR
- 3-4 years of relevant customer service, administrative, or call center experience, OR
- Equivalent combination of education and experience
Required Skills
- Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
- Strong verbal and written communication skills
- Customer-focused mindset with professional phone and email etiquette
- Ability to gather information, analyze customer needs, and provide clear solutions
- Strong organizational and multitasking abilities
- Accurate data entry and recordkeeping skills
- Basic math and data interpretation skills
Preferred Qualifications
- Previous inbound call center or customer support experience
Compensation & Schedule
- Pay: $20.00 - $22.00/hour
- Schedule: Monday-Friday, flexible shift assignment within operating hours
- Work Environment: 100% onsite
- Employment Type: Contract-to-hire
Benefits
Upon eligibility, employees may have access to:
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off
- Life insurance and disability coverage
- Employee wellness and assistance programs
- Discount and savings programs
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.