Call Center - Customer Service Representative
Magellan Solutions USA is a veteran-owned Call Center and BPO company with a track record of performance. Magellan is actively pursuing an opportunity to provide full-time Call Center Representatives to a Utilities client in Arizona.
Selling Points:
• Full-time position with potential Benefits in Kind
• Potential multi-year contract
• Remote position
• Training
ESSENTIAL FUNCTIONS:
• Provide effective and timely solutions to Utility customer inquiries.
• Handle customer calls and escalate as necessary.
• Follow call handling procedures including transferring to appropriate departmental queues. Maintain established handling, hold and make busy times, while adhering to work schedule. Drive the call efficiently and focuses specially to achieve Average Handling Time and After Call Work targets
• Complete ongoing training to stay abreast of products, services and changes
• Work effectively as a team member.
• Organize and prioritize daily tasks effectively
• Follow company safety, emergency and evacuation plans.
JOB KNOWLEDGE, SKILLS AND ABILITIES:
• Customer Focus - Establish and maintain effective relationships with every contact earning trust and respect. Adopt the customer’s mind set to solve problems and make decisions. Be creative leveraging available services and resources to achieve positive transactions and growth
• Drive call efficiency and effectively - Should be able to multi task while on call. Navigate through system screens to do research, make notes and talk to Provider in parallel. Be efficient while doing all the activities in parallel and drive the call to closure effectively.
• Oral & Written Communication – Speak clearly and effectively in English using a positive tone and inflection. Answer and close calls and correspondence with proper company scripting. Listen carefully so that you understand others’ views and confirm that you have heard. Keep writing clear, direct and brief in formal and informal documents. Avoid confusing words or language that may not be understood by the reader.
• Adaptability - Adjust to rapid change, multiple demands and shifting priorities. Bounce back quickly when faced with constraints, frustrations or adversity. Demonstrates flexibility. Continuously learn and apply new skills.
• Decisions – Uses fact-based decision making in the best interest of the company.
• Personal Effectiveness – Learns quickly and adapts when faced with new challenges. Be honest and forthright at all times and keep your word and commitments. Relates well and is able to build appropriate rapport for effective relationships. Uses discretion and tact to diffuse high-tension situations. Analyzes success and failure for improvements.
• Teamwork – Works effectively as a team member, supports the team leader.
• Typing 30 wpm. Is proficient in Microsoft Word and Internet.
EDUCATION / WORK EXPERIENCE:
• High School Diploma minimum
• At least one (1) year customer service experience in inbound contact center
Previous Military encouraged to apply
Must be able to pass a background check
Apply Now
Apply Now
Selling Points:
• Full-time position with potential Benefits in Kind
• Potential multi-year contract
• Remote position
• Training
ESSENTIAL FUNCTIONS:
• Provide effective and timely solutions to Utility customer inquiries.
• Handle customer calls and escalate as necessary.
• Follow call handling procedures including transferring to appropriate departmental queues. Maintain established handling, hold and make busy times, while adhering to work schedule. Drive the call efficiently and focuses specially to achieve Average Handling Time and After Call Work targets
• Complete ongoing training to stay abreast of products, services and changes
• Work effectively as a team member.
• Organize and prioritize daily tasks effectively
• Follow company safety, emergency and evacuation plans.
JOB KNOWLEDGE, SKILLS AND ABILITIES:
• Customer Focus - Establish and maintain effective relationships with every contact earning trust and respect. Adopt the customer’s mind set to solve problems and make decisions. Be creative leveraging available services and resources to achieve positive transactions and growth
• Drive call efficiency and effectively - Should be able to multi task while on call. Navigate through system screens to do research, make notes and talk to Provider in parallel. Be efficient while doing all the activities in parallel and drive the call to closure effectively.
• Oral & Written Communication – Speak clearly and effectively in English using a positive tone and inflection. Answer and close calls and correspondence with proper company scripting. Listen carefully so that you understand others’ views and confirm that you have heard. Keep writing clear, direct and brief in formal and informal documents. Avoid confusing words or language that may not be understood by the reader.
• Adaptability - Adjust to rapid change, multiple demands and shifting priorities. Bounce back quickly when faced with constraints, frustrations or adversity. Demonstrates flexibility. Continuously learn and apply new skills.
• Decisions – Uses fact-based decision making in the best interest of the company.
• Personal Effectiveness – Learns quickly and adapts when faced with new challenges. Be honest and forthright at all times and keep your word and commitments. Relates well and is able to build appropriate rapport for effective relationships. Uses discretion and tact to diffuse high-tension situations. Analyzes success and failure for improvements.
• Teamwork – Works effectively as a team member, supports the team leader.
• Typing 30 wpm. Is proficient in Microsoft Word and Internet.
EDUCATION / WORK EXPERIENCE:
• High School Diploma minimum
• At least one (1) year customer service experience in inbound contact center
Previous Military encouraged to apply
Must be able to pass a background check
Apply Now
Apply Now