Inbound Customer Service Agent (Tolling)
$29,120,000–$31,616,000 year
On-siteTampa, Florida, United States
Job Summary
Handle inbound and outbound contacts to resolve customer issues, sell products and services, and ensure first call resolution. Listen to callers, research systems to find missing information, and coordinate with departments to troubleshoot disputes. Utilize knowledge bases and training to answer questions, accurately document claims, and follow required scripts and policies. Appropriately escalate unresolved issues to the managerial team while maintaining confidentiality. Attend meetings and review training materials to stay updated on program changes and systems. Adhere to all attendance and work schedule requirements within our Tampa office environment.
Required Qualifications
- 18 years of age or older
- High school diploma or equivalent
- Experience with data-entry utilizing a computer
- The ability to read and speak English fluently
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Ability to work regularly scheduled shifts within our hours of operation including the training period
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
- 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
- Work at home experience
- State or Federal work experience
Additional Requirements
- 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.
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