Remote Customer Service Representative

Position Description:

At Customer Contact Services (CCS), we are a fast-growing, fun, fast-paced call center that takes pride in delivering top-quality telephone answering services. Our team is passionate about customer service, and we strive to create an energetic and supportive work environment where our employees can thrive. If youre looking to join a company that values teamwork, growth, and a positive atmosphere, we want to hear from you

The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include accurately following client-specific scripts, gathering and documenting caller information, setting appointments and ensuring messages are relayed correctly.

Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.

Job Responsibilities:

• Answer incoming calls promptly and accurately, following the provided script.
• Identify and assess callers needs to provide appropriate solutions or information.
• Verify and accurately document all caller details, including names, phone numbers, addresses, credit card numbers, and other relevant information per company guidelines.
• Capture and record all required information in the system as directed by the script.
• Maintain professional, polite, and engaging communication while controlling the flow of the call to minimize dead air.
• Properly conclude each call, setting clear expectations on next steps or follow-ups.
• Speak in a clear, welcoming, and professional tone at a natural pace for caller comprehension.
• Meet or exceed key performance metrics, including call handling time, occupancy, disconnect time, and adherence to quality standards.
• Follow call center quality assurance guidelines and participate in coaching or training to improve performance.
• Receive constructive feedback and implement improvements based on supervisor evaluations and call monitoring.
• Comply with all CCS company policies and procedures.
• Adhere to assigned schedules, including start times, breaks, lunches, and shift end times.
• Regularly check company email and attend required meetings or training sessions.
• Other duties as assigned

Requirements:

• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written communication and documentation skills
• Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules.
• Strong problem-solving skills and attention to detail.

Why Join Us?

• A fun, fast-paced, and supportive work environment.
• Opportunities for professional growth and advancement.
• Comprehensive training to enhance your skills.
• The chance to make a direct impact through exceptional service.
• Work remotely

Equipment Requirements

• Keyboard - F1 - F12 keys, Page Up/Page Down
• Two monitors
• Webcam
• Ability to connect to internet via an ethernet cord (WIFI not permitted)
• Wired USB Headset
• Windows 10 or Windows 11
• 8 gigs of RAM or more (Installed Physical Memory)
• Intel i3 or AMD Ryzen 3 CPU or better.

Benefits

• Work from home
• Medical insurance
• Dental, and Vision insurance
• 401k
• Paid time off
• Life insurance
• Holiday incentive pay
• Employee events and activities
• Advancement opportunities

Shifts Available: (choose what fits best)

• Monday - Friday
• 1pm - 6pm CST

Weekend Availability Required: (choose what fits best)

• Saturday or Sunday
• 1pm - 6pm CST

Training is two weeks Monday through Friday, 1:00pm - 5pm CST, December 15th through December 26th. No training will occur on Thursday, December 25th in observation of Christmas.