What are the responsibilities and job description for the Contact Center Agent position at VIA VISUALLY IMPAIRED ADVANCEMENT?
Employment Opportunity
Contact Center Agent
Job Description:
VIA is seeking Contact Center Agent(s) to work part time schedule. This position works in a remote capacity and is primarily responsible for handling and documenting incoming and outgoing calls.
Applicants will be expected to maintain flexibility in scheduling to the extent practical to support the needs of our 24-hour/7 day a week call center operations.
Essential Functions:
- Answer and document all incoming calls in accordance with Contact Center procedure
- Learn contract specific protocols to facilitate performance goals of client and department
- Complete and document outbound calls in accordance with contract requirements
- Answer and document incoming calls in accordance with contract requirements
- Establish rapport and quickly build relationships with contacts
- Maintain high quality customer service standards
- Attain and maintain key performance goals
Competencies:
- Proficient in the use of Microsoft Word and Excel, and Windows
- Ability to learn additional software platforms as required
- Able to type a minimum of 25wpm
- Demonstrate excellent internal and external customer service
- Effectively work with individuals of diverse backgrounds
- Adapt communication style depending on assigned duty
- Effectively communicate with colleagues, customers, and vendors
- Maintain confidentiality and professionalism in a fast-paced environment
- Succeed in completion of duties when unsupervised and work well as part of a team
- Apply agency standards in performance of position duties
- Demonstrate a detail orientation in completion of duties
- Maintain a calm, sensitive demeanor in an actively changing work environment
Qualifications:
- High School diploma or equivalent
- Prior experience with customer service and/or contact center work preferred
- Must live in the one of the following states: New York, Pennsylvania, North Carolina, South Carolina
- Ability to provide documentation of legal blindness preferred but not required
- Ability to work shifts scheduled between 8:00 AM and 4:00 PM, Monday through Friday
Salary : $16 - $17
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