Blended Call Center Representative (Inbound & Outbound)
$22,880,000–$29,120,000 year
On-siteWichita, Kansas, United States
Job Summary
Handle inbound and outbound calls to resolve customer service and technical support issues while upselling new products and services. Ensure first-call resolution by researching systems, coordinating with departments, and documenting claims accurately. Lead fact-finding discussions to determine best options for customers, utilizing knowledge bases and following required scripts and policies. Comply with confidentiality requirements and escalate unresolved issues to appropriate staff. Attend training sessions and meetings to stay updated on program knowledge, systems, and process changes. Maintain regular attendance and punctuality while adhering to all work schedule requirements.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of the Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Additional Requirements
- Subject to background/security investigation results
- Must be willing to submit to drug screening
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