Contact Center Operator
Contact Center Operator
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Job Description
Description
About the Position
Type: Full Time
Pay: $18/hr
Classification: Non-exempt
Reports to: Contact Center Manager
Location:Lawrence MA
About Us
Contact Center Operator
Archipelago Strategies Group Inc. (ASG) is looking for a dynamicContact Center Operator to join our award-winning team. We are looking for a self-motivated community-oriented and thoughtful professional who will beresponsible for being the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively inquiries issues complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Primary Accountabilities
- Obtain client information by answering telephone calls chats emails and other customer service communication channels; interviewing clients; verifying information
- Determine eligibility by comparing client information to requirements
- Inform clients by explaining procedures; answering questions; providing information
- Maintain and improve quality results by adhering to standards and guidelines recommending improved procedures
- Manage large amounts of inbound and outbound communications in a timely manner
- Follow communication scripts when handling different topics
- Maintain confidentiality requirements
- Identify customers needs clarify information research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by going the extra mile
- Meet personal/team qualitative and quantitative targets
- Occasionally attend in-person events (when feasible)
- Perform other duties as assigned
Qualifications
- 1 year of experience in a customer support role
- 1 year experience in case management
- Experience using databases or customer relationship management systems a plus
- Experience with enrollment in government programs a plus
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task set priorities and manage time effectively
- High school degree
- Ability and willingness to travel
- Access to the internet is required
- Flexibility to work evenings and weekends especially duringprojectpeaksis required
- Bilingual ; fluent in English and Spanish/Portuguese/Haitian Creole
- Verbal communication
- Phone and written messaging skills
- Listening
- Data entry skills
- People skills
- Customer service
- Attention to detail
- Professionalism
- Strong interpersonal skills including the ability to work with diverse groups ofpeople
- Commitment tocreating awareness around equity and inclusion
Benefits and Compensation:
- Health Dental Vision and Life Insurance
- 401(k)
- Salary range for this position is commensurate with experience
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the incumbent for this position. Duties responsibilities and activities may change at any time with or without notice.
Archipelago Strategies Group Inc. (ASG)is committed to a policy of equal employment opportunity to all qualified employees and applicants for employment without regard to race color sex age national origin religion physical or mental disability pregnancy or pregnancy related condition sexual orientation gender identification genetic information membership in the uniformed services or any other classification which is protected under state or federal law.
Employment Type
Hourly
