THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY

Position Summary: Do you like making an impact on someone’s life? Can you work under pressure? If so, our Contact Center Agent position may be perfect for you, and we invite you to apply. As a Contact Center Agent, you will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently. The ideal candidate should possess excellent communication skills, patience, and the ability to multitask in a fast-paced environment in our state-of-the-art contact center while supporting a federal and state government contract.  If you enjoy helping others, you will find this role to be challenging and rewarding.

This position is remote, requiring a quiet, secure, and confidential workplace and a consistent minimum internet speed of 100 Mbps download and 40 Mbps upload.

Job Duties and Responsibilities include:

Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns. Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
Identify customer needs, research issues, resolve complaints, and provide solutions using applicable software.
Follow communication scripts and provide product and service information to customers.
Research required information using available resources.
Process orders, forms, and application efficiently and accurately.
Escalate complex issues to the appropriate department or leadership for resolution.
Maintain customer records and update databases with relevant information Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in customer calls.
Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary.
Complete and maintain call logs and reports.
Assist customers by researching issues, exploring answers, and providing information and alternative solutions.
Adhere to established customer service and documentation standards within required time frames.
Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.
Perform clerical or administrative tasks and other duties as assigned.
Complete required annual compliance trainings.

Contact Center Agent Qualifications and Skills:

Proficient in relevant computer applications.
Knowledge of customer service practices and principles.
Excellent data entry and typing skills.
Superior listening, verbal, and written communication skills.
Ability to handle stressful situations appropriately.
Excellent communication skills, both verbal and written.
Positive attitude, team player mentality, and willingness to learn and adapt.
Strong attention to detail, time management, and decision-making skills.
Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center.
Ability to demonstrate both empathy and professionalism.
Maintain a reliable internet connection on your designated laptop in a quiet, secure, confidential workspace.
Willingness to work flexible hours to support business needs and various time zones, including nights and weekends, as needed.
Maintains regular, punctual attendance following timekeeping process, is reliable, and follows through with responsibilities.
Ability to adhere to all company policies and procedures.
Ability to partner with your leaders and meet performance standards based on feedback from your direct supervisor. (One on One coaching, On the Spot Coaching Feedback, Annual Reviews, etc.)

Preferred:

Previous experience in a Disaster Recovery call center, however not required. (Important due to the nature of our projects in Emergency Services and Disaster Management Services)
Prior call enter experience preferred.
Case management experience preferred.
Contact Center Software familiarity (preferred system: NICE CXOne)

Required Education and Experience:

High school diploma or equivalent.
1-3 years of previous experience in a call center or customer support role.
Bi-Lingual – English and Spanish

Collaborative Culture:

“Well-being is at the heart of everything we do. We are all equals. Equally empowered, trustworthy, and down to earth. We collaborate to provide the best solution and become partners with our clients and the communities we serve. We are stronger together.”

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.

Tidal Basin Holdco, LLC, and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.

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