Inbound Customer Care Agent
$27,248,000–$35,880,000 year
On-siteDallas, Texas, United States
Job Summary
Handle inbound and outbound calls in a courteous, timely, and professional manner to resolve support issues and sell new products and services. Research internal systems to locate missing information, collaborate with other departments as needed, and escalate complex issues to the appropriate team or supervisor. Accurately document customer interactions and claims while using training and knowledge base tools to answer questions following scripts, policies, and procedures. Maintain confidentiality and handle sensitive information with care. Stay current with program updates by attending training sessions and reviewing new materials. Meet all attendance and scheduling requirements.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type at least 20 words per minute
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with Windows operating systems
- Dependable and punctual with a strong work ethic
- Strong problem-solving and follow-up skills
- Conflict resolution and negotiation abilities
- Customer-focused: empathetic, patient, and responsive
- Able to multitask, stay organized, and self-manage
- Comfortable in a fast-paced, dynamic environment
- Excellent interpersonal skills and a collaborative mindset
- 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
Desired Qualifications
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative roles
- Experience in a contact center or government-related work
Additional Requirements
- Must be authorized to work in the country where the job is based
- Subject to the program and location of the position
- Must be willing to submit to drug screening and background/security investigation
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