Investigative Call Center Representative - Waco, TX

Job description:

Note: This job posting is for a potential opportunity. Final hiring is contingent upon our organization winning the associated contract. Candidates selected during the recruitment process may be contacted once the award decision is made.

This is not your average call center position. Unlike traditional call center positions, this role combines customer interaction with investigative work. Team members will gather facts, evaluate information, identify inconsistencies, and document findings to support program decision-making. Individuals who enjoy research and analytical tasks will find this position especially engaging

KECH, Inc. is a HUBZone-certified, Woman Owned Small Business (WOSB) founded by leaders who bring knowledge and experience that span 45 years of success in IT services, service desk, and contact center. KECH is committed to helping our clients achieve extraordinary customer service, one great interaction at a time. KECH is an equal-opportunity employer. Candidates must be able to attain a federal government clearance. The start date will depend on when on contract award and when clearance is attained but is targeted for January 1, 2026. Must be willing to work whatever shift that is assigned between the hours of operation of 7:00 AM - 11:00 PM, 7 days per week.

Responsibilities and Duties

• Provide superior customer service in a contact/call center environment through phone and other channels of correspondence.
• Handle questions and concerns with the highest degree of courtesy and professionalism.
• Communicate and provide accurate answers to resolve end-users' questions and concerns.
• Display empathy, have a passion for customer service excellence, and enjoy helping people.
• Use a tactful manner and ability to effectively deal with difficult situations.
• Maintain knowledge of systems/applications/products serviced by the contact center.
• Ability to follow strict work instructions and procedures.
• Adapt to continual changes to work instructions and procedures.
• Available for a flexible schedule Monday through Sunday 24/7.
• Actively participate in training as required.
• Listen to performance feedback and integrate suggestions into your daily tasks.
• Demonstrate a strong attendance record and excellent work ethic.

Qualifications and Skills

• At least 3 years of prior inbound call experience is required.
• Bilingual fluency in English and Spanish is preferred
• Law enforcement and security experience a plus
• Ability to closely follow instructions
• Outstanding verbal & written communication skills
• Analytical & resourceful problem-solving skills
• Proper telephone etiquette
• High level of accuracy & attention to detail
• Computer literacy, technical aptitude & familiarity with basic office software systems
• Ability to work independently & in a team setting
• Flexibility to work different shifts with the possibility of overtime, when needed

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Benefits

VACATION: 2 weeks paid vacation after 1 year of service, 3 weeks after 5 years, and 4 weeks after 15 years.

HOLIDAYS: A minimum of ten paid holidays per year: New Year's Day, Martin Luther King Jr.'s Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, and Christmas Day.

Weekly day range:

• Monday to Friday
• Weekend availability

Job Type: Full-time

Pay: $21.93 per hour (22.43 for night shift)

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Shift availability:

• Day Shift (Required)
• Evening Shift (Required)
• Night Shift (Gets additional $0.50 pay for shift differential)

Ability to Relocate:

• Waco, TX

Work Location: Remote

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Work Location: Remote

Job Type: Full-time

Pay: $21.93 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: Remote

Salary : $22