Job Description :
Title: Call Center Agents
Location: Columbia SC
Duration: 12 Months
Job Description
Note that the need for the resources is urgent and that the state is prepared to select the first qualified candidates.
Summary:
These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system.
Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.
Duties:
Primary Responsibilities include the following:
o Answer incoming calls timely and accurately
o Answers inquires by clarifying desired information, researching, locating and providing information
o Resolves customers issues and concerns
o Creates and maintains knowledge articles
o Provide technical assistance to the customer (Examples)
· Password reset
· Account information
· Case number information
· Adobe Reader issues
· Brower issues
· Technical computer issues
· Internet connectivity
· PEAK navigation
o Enter information obtained from the call into a customer relationship management tool
o Utilize the IVR/ACD for incoming and outgoing calls
o Follow communication scripts when handling different topics
o Meet personal/team qualitative and quantitative targets
Minimum Requirements:
Minimum of 1 year of experience in a call center
Strong phone and verbal communication skills along with active listening skills
Familiarity with CRM Systems
Experience using IVR/ACD (Five9, Cisco, etc.
Desired/Preferred Experience & Qualifications:
Understanding of a government environment and data governance
Proficiency in Spanish is highly desired
If Interested please provide me below information:
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