Contact Center Representative II (Experienced)
$22,880–$29,120 year
On-siteWichita, Kansas, United States
Job Summary
Manage inbound and outbound calls to support customer service, technical support, and sales initiatives, resolving support issues and promoting products while aiming for first call resolution. Research internal systems to retrieve information, document interactions, and process claims, conducting needs-based conversations to identify solutions. Use knowledge bases to provide accurate information following scripts, escalate complex issues, and maintain confidentiality. Participate in training sessions and team meetings to stay current on updates and best practices. Adhere to attendance and scheduling requirements in a fast-paced environment.
Required Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Strong written, verbal, and organizational communication skills
- Typing speed of at least 20 words per minute
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with Windows operating systems
- Highly reliable with excellent time management and punctuality
- Strong problem-solving, troubleshooting, and follow-up skills
- Conflict resolution and negotiation abilities
- Customer-focused with empathy, patience, and professionalism
- Ability to multitask, self-manage, and stay focused
- Team-oriented with a collaborative mindset
- Comfortable working in a fast-paced, dynamic environment
- Excellent interpersonal skills and the ability to build rapport with customers and colleagues
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Must be available for on-site work in Wichita, KS
Desired Qualifications
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Job offers are contingent on background/security investigation results
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