What are the responsibilities and job description for the Call Center Representative position at ATD Technology?
Responsibilities:
- Provide professional and quality customer service to employees through adherence to the department’s scripts, and in compliance with corporate policies and procedures
- Use Cisco-Finesse VoIP application to manage inbound and outbound calls in queue and to optimize employee experience
- Respond efficiently and accurately to callers explaining possible solutions and ensuring the employee feels supported
- Utilize knowledge base to resolve inquiries
- Guide callers through troubleshooting and navigation assistance with ESS, MSS and ERC webpages
- Complete payroll and timekeeping related forms
- Identify, prioritize and escalate complex issues and provide follow-up/closure
- Create and maintain Service Now tickets to ensure efficient handling and prompt response
- Participate in trainings and stay updated on applicable software, policies and procedures
- Maintain performance and quality standards based on established call center metrics
- Perform other related duties and special projects as assigned by the call center administrator
Preferred Skills:
- Ability to work in a fast -paced environment while keeping a high attention to detail
- Payroll and Timekeeping experience
- Ability to communicate professionally and effectively over the phone and in email
- Experience in planning, prioritizing, and organizing work effectively to produce measurable results
- Strong research, communication, and problem-solving skills
- Ability to deal with demanding customers and escalations
- Strong technology and computer skills
- Intermediate to advance skills in Microsoft Office applications including Word, Excel and Outlook
Skills: 1 year experience and Bilingual (facility specific).
Schedule Notes:
- Onsite either @ Bellevue, Lincoln, Elmhurst, Jacobi or Metropolitan.
- Intermediate to advance skills in Microsoft Office applications including Word, Excel and
- Outlook payroll and timekeeping experience
- 1 years of related experience in a call center environment or satisfactory equivalent combination of education, training and experience
Minimum Degree Required: Bachelor’s Degree
Shift Timings: 08:00 AM EST - 04:30 PM EST
Hours Per Day: 8.00
Hours Per Week: 40.00
Days Per Week: 5.00
Job Type: Contract
Pay: From $24.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Education:
- Bachelor's (Required)
Experience:
- Call center: 1 year (Required)
- Payroll: 1 year (Required)
- Cisco-Finesse VoIP: 1 year (Required)
- Hospital/Health Care Environment: 1 year (Required)
- ServiceNow: 1 year (Required)
Language:
- Spanish (Required)
Work Location: In person
Salary : $24