Position Description:
At Customer Contact Services (CCS), we are a fast-growing, fun, and dynamic contact center that takes pride in delivering top-quality telephone answering services. Our team is passionate about customer service, and we strive to create an energetic and supportive work environment where our employees can thrive. If youre looking to join a company that values teamwork, growth, and a positive atmosphere, we want to hear from you!
The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include accurately following client-specific scripts, gathering and documenting caller information, setting appointments and ensuring messages are relayed correctly.

REQUIREMENTS:

• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written communication and documentation skills
• Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules.
• Strong problem-solving skills and attention to detail.

EQUIPMENT REQUIREMENTS

• Keyboard - F1 - F12 keys, Page Up/Page Down
• Two monitors
• Webcam
• Ability to connect to internet via an ethernet cord (WIFI not permitted)
• Wired USB Headset
• Windows 10 or Windows 11
• 8 gigs of RAM or more (Installed Physical Memory)
• Intel i3 or AMD Ryzen 3 CPU or better.

AVAILABILITY REQUIREMENTS:

• Minimum of 4 hours of weekend availability required
• Minimum of 12 hours of availability each week required

• Answer incoming calls promptly and accurately, following the provided script.
• Identify and assess callers needs to provide appropriate solutions or information.
• Verify and accurately document all caller details, including names, phone numbers, addresses, credit card numbers, and other relevant information per company guidelines.
• Capture and record all required information in the system as directed by the script.
• Maintain professional, polite, and engaging communication while controlling the flow of the call to minimize dead air.
• Properly conclude each call, setting clear expectations on next steps or follow-ups.
• Speak in a clear, welcoming, and professional tone at a natural pace for caller comprehension.
• Meet or exceed key performance metrics, including call handling time, occupancy, disconnect time, and adherence to quality standards.
• Follow call center quality assurance guidelines and participate in coaching or training to improve performance.
• Receive constructive feedback and implement improvements based on supervisor evaluations and call monitoring.
• Comply with all CCS company policies and procedures.
• Adhere to assigned schedules, including start times, breaks, lunches, and shift end times.
• Regularly check company email and attend required meetings or training sessions.
• Other duties as assigned