Call Center Representative (FULL-TIME)
$27,248,000–$35,880,000 year
On-siteDallas, Texas, United States or Addison, Texas, United States
Job Summary
Handle inbound and outbound customer interactions while listening actively to identify needs and provide accurate solutions. Troubleshoot basic technical issues, assist with products and billing, and process requests or claims while maintaining detailed documentation. Research information across multiple systems to resolve concerns or coordinate with departments, following client-specific processes and compliance requirements. Escalate complex concerns to management when necessary and strive for first-contact resolution. Protect confidential customer information by adhering to data privacy standards and participate in ongoing training to stay current with systems. Meet established performance, quality, and attendance expectations while contributing to a positive team environment.
Required Qualifications
- Must be at least 18 years of age
- High school diploma or equivalent
- Previous experience using computers for data entry and customer support activities
- Excellent verbal and written communication skills in English
- Ability to type accurately at a minimum of 20 words per minute
- Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for applicable work-from-home positions
- Strong organizational, time management, and multitasking skills
- Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook
- Comfortable using Windows-based applications and learning new software systems
- Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns
- Excellent conflict resolution, negotiation, and interpersonal skills
- Customer-focused with empathy, patience, professionalism, and a genuine desire to help others
- Ability to thrive in a fast-paced, constantly evolving environment
- Dependable with excellent attendance and punctuality
- Strong team player with a positive attitude and willingness to learn
- Ability to work scheduled shifts, including the required training period
Desired Qualifications
- One year of experience in a contact centre environment supporting customer service, technical support, inside sales, back-office operations, live chat, or administrative support
- Previous experience supporting state or federal government programs
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
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