Overview
Senture provides both inbound and outbound premium customer care call support to various federal, state, and commercial accounts. We pride ourselves on our high level of customer care and care significantly about our employees.
We are seeking energetic and motivated individuals to join our growing team. If you have a passion for helping others, this could be the ideal career for you.
Customer Service Agents will provide both inbound and outbound call support for a federal client. Agents are expected to provide exceptional customer service while following protocols and guidelines. The Agent will use various web-based systems to answer customer inquiries.
This program requires a federal clearance which can take 4-8 weeks to process.
This position does allow work from home, BUT candidates must come onsite to complete the below tasks:
- Candidates must be willing to go onsite to complete fingerprints and security paperwork at our McAllen, TX or London, KY location.
- Candidates will also be required to come onsite to pickup equipment, complete drug screen, and finalize all new hire tasks.
Qualifications
- High School Diploma or GED
- Prior call center or customer service experience highly desired
- Effective verbal and written communication skills
- Ability to multi-task
- Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
- Ability to sit for extended periods of time
- Ability to successfully pass a background investigation and drug screen
- Must successfully pass preemployment criteria testing and internet speed test
- Must be able to obtain and maintain required security clearance
- Must be willing to go onsite to complete fingerprints and security paperwork.
Candidates must meet the following requirements to work from home:
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements for specific program
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
Responsibilities
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
- Document each customers inquiry information into a database.
- Verify customers information, making corrections and updates as needed.
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
- Follow-up with callers as necessary.
- Use statistical contact center data to make improvements to performance.
- Outbound calling for surveying to obtain client specific information.
- Shift and Schedule adherence.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
