Five Star Call Centers

Customer Support Representative

Wichita, Kansas, United States

Company: Five Star Call Centers

Category: Computer and Mathematical Occupations

Published on 2021-10-21 19:13:18

Description

Five Star Call Centers is headquartered in Sioux Falls, SD, and has been providing high-quality, inbound customer service outsourcing for over 35 years. Learn more about Five Star Call Centers at FiveStarCallCenters.com.

Do you likes to come into work and enjoy a good challenge? Come join our team as a problem solver. You will take calls on accounts that require you to trouble shoot and research answers/responses. You will work accounts that involve using multiple systems. These calls aren’t scripted out- so you can shine using your problem-solving skills to take care of the caller. You feel good completing the call knowing that if follow up is necessary that you still did everything you could to take care of the caller!

This position will assist customers via multiple support channels, including phone, chat and/or email, to resolve customer issues, provide customer training, problem identification and resolution, issue escalation, and follow up.

Position:  Customer Success Associate

Work Hours:  Shifts between 7:00am-11:00pm 

Work Days:  Mon-Fri & Every Other Weekend 

Paid Training Hours:  8:00am-5:00pm for up to 2 weeks(Mon-Fri)

Status:  Full Time or Part Time

Starting Pay:  See above, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance 

We are looking for backgrounds with strong job history, no gaps in employment and with at least 1 consecutive year working in customer service or call centers. Preferably your most current experience is in those areas.

If you’re a compassionate individual that is passionate about helping others, and can help them navigate online, we encourage you to apply with Five Star Call Centers. 

Click here to learn more about becoming Five Star Extraordinary.

Five Star offers  benefit package options  and a  sign-on bonus .

Benefits-at-a-glance: click for more details (Full Time)

Sign on Bonus: After 60 days receive $250; After 120 days receive an additional $250 plus 8 hours of PTO as long as in good standing

*This is an onsite position working in the Wichita, KS office. However this can be a work from home position if you meet the work at home guidelines after training is completed in the office. There is no set time frame when this will occur. Work at home opportunities are not guaranteed. If a remote opportunity is offered you will be required to pass a background check.

Summary

Position Responsibilities  

Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with services or products Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems Able to work without a script and maintain call control Log and track customer interaction as required for each client Responds to and resolves open issues in an appropriate timeframe  Concession of the customers' troubles by recommendation of products, services or procedures Evaluation of the systems' problems to recommend enhancements Ability to multi-task using multiple system pending the clients working environment Skillfully change from one task to another without loss of efficiency or composure Successfully complete all training sessions Actively participate in efforts to support customer satisfaction and maintain quality Effectively communicate with patience and understanding  Remain positive and professional in all internal and external customer interactions Flexibility to cross train as requested Be available at your desk, maintaining punctuality and attendance at all scheduled times Physically be able to meet the demands of the job within the described work environment Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas Maintain the utmost confidentiality and security as it pertains to the Five Star Call Centers policies Perform other duties as assigned*

*Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Duties/Responsibilities

Work independently Type at a minimum 30 words per minute accurately Demonstrate initiative and self-motivation Performs assignments while under limited time frames Available to work weekends and holidays Basic math skills Positive attitude Must be able to speak, read, write and understand English

Education and Experience

A high school diploma or GED is preferred Previous 1 year product support or trouble shooting experience required Prior 1 year call center experience preferred Knowledge of CRM systems a plus Must be at least 16 years of age

Required Skills/Abilities

Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Maintaining composure in challenging situations Ability to use technology effectively and productively Regularly required to sit Regularly required to use hands to feel, handle and control objects Occasionally required to reach, stoop, kneel, or crouch Occasionally required to lift and/or carry loads of up to 30 lbs All standard vision abilities are required All standard hearing abilities are required

COVID-19 Considerations: Keeping our employees and our community healthy and safe!

Multiple sanitation areas in the facility Social distancing in shared areas Staying home when sick 

*Depending on the account hired to work you may be subject to passing a background check and/or drug screen applicable with state and federal laws.

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.

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