Call Center Agent

CDR Maguire Inc., a national multi-disciplinary emergency management and engineering firm with an office in Miami FL and Tallahassee FL, is seeking Call Center Agents.

Call Center Agents shall handle high volume of both inbound and outbound calls. Responsibilities include responding to incoming calls, answer questions and inquiries over the phone, troubleshoot problems, provide information and handle complaints regarding products or services. Additionally, Call Center Agents are responsible for making high volume outbound calls to register patients.

ESSENTIAL FUNCTIONS:

• Answering phone calls professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the computer system.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.

Requirements

• Open availability working full time with week-ends a must. Hours of operations 7 days a week. 2 days of the week off.
• First 2-5 day training on site. Work from home after training, Must reside in the South Florida or Tallahassee, FL area for possible future on site training. Must have reliable internet.
• Experience in dealing with the public over the phone.
• Excellent communication skills, including verbal with proper grammar.
• Ability to work with others in a close manner.
• Good computer and multi-tasking skills.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality, as needed.
• High school diploma or equivalent.
• Must submit to and pass a drug test.
• Must submit to and pass a finger print and background check.
• Provide Form I-9 supporting documentation that proves your identity and eligibility to work in the United States
• Other duties which may arise that commensurate with the title and position

This is largely a stationary position and employees must be able to stand and/or sit for prolonged periods of time (more than 50% of the time). May be required to lift more than 10 pounds and load onto shelves

CDR Maguire is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.