CSR- Mid Day Shift 10:30-7pm or 1130-8pm

The Call Center Representative (CSR) is the first point of contact for members and plays a critical role in delivering a compassionate, professional, and efficient customer experience. This position requires a high level of empathy, active listening, and the ability to follow established scripts and procedures while handling a high volume of inbound calls.

CSRs are expected to maintain strict adherence to scheduling, attendance, and performance standards to ensure service levels are met and members receive timely assistance.

Key Responsibilities

Member Experience & Empathy

• Provide a caring, respectful, and empathetic experience to all members, especially those who may be in vulnerable or stressful situations
• Actively listen, demonstrate understanding, and respond with patience and professionalism
• De-escalate concerns while maintaining a calm and supportive tone

Call Handling & Script Adherence

• Handle a high volume of inbound calls in a fast-paced environment
• Follow established call scripts, workflows, and compliance requirements consistently
• Accurately document all interactions in company systems in real time
• Ensure all information provided to members is accurate, appropriate, and compliant

Performance & Productivity

• Meet or exceed established Key Performance Indicators (KPIs), including:
  • Average Handle Time (AHT)
  • Call quality standards
  • After-call work expectations
• Maintain focus and efficiency throughout scheduled shifts

Schedule Adherence & Attendance

• Adhere strictly to assigned work schedules, including start times, breaks, and lunches
• Maintain reliable attendance in accordance with company policy
• Be present and available to take calls during all scheduled working hours
• Promptly notify leadership of any attendance-related issues in accordance with policy

Team & Operational Support

• Collaborate with supervisors and team members to support overall call center performance
• Accept coaching and feedback to continuously improve performance
• Maintain professionalism in all interactions with members and coworkers

Qualifications

• High school diploma or equivalent required
• Prior customer service or call center experience preferred
• Strong communication and interpersonal skills
• Ability to demonstrate empathy while maintaining efficiency
• Comfortable working in a structured, metrics-driven environment
• Basic computer proficiency and ability to navigate multiple systems

Work Environment

• High-volume, fast-paced call center environment
• Prolonged periods of sitting and working on a computer
• Continuous phone and system usage throughout shift

Key Expectations for Success

• Demonstrates genuine care and empathy in every member interaction
• Follows scripts and processes consistently and accurately
• Maintains strong schedule adherence and dependable attendance
• Meets or exceeds performance metrics
• Contributes to a positive, professional team environment

Salary : $18 - $20