Customer Service Representative (Hybrid)
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Job Location:
Fort Lauderdale, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
**This is a hybrid position. Work from home status is only granted if criteria is met and upon completion of 2 weeks (minimum) of in-office onboarding/ order to maintain work from home status it is required to maintain good performance and attendance. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office.**
Who is Centah
Acquired by Financeit in 2017 Centah is a lead and workflow management company that allows some of North Americas largest home improvement businesses to distribute and manage leads powering over $3 billion in annual sales. One of the driving forces behind Centahs industry-leading platform is a full-service contact center in Fort Lauderdale Florida that specializes in inbound and outbound support for the home improvement industry. Centahs Call & Contact Centers become the main point of contact for the customer ensuring expectations are met and managed throughout the lifespan of the project.
About the role:
We are looking for an enthusiastic and self-motivated Customer Service Representative to join our team. As a Customer Service Representative you must be able to work in a fast paced environment be flexible with an aptitude for learning understanding and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role along with enjoying assisting customers in a friendly and respectful manner.
Responsibilities:
- Answer incoming calls and respond to customers requests
- Ability to work in a fast paced environment.
- Book appointments for members with a high degree of data accuracy
- Maintain excellent written and verbal communication skills on a consistent basis
- Identify and escalate issues to supervisors
- Responsible for adapting to fast changing guidelines with customers
- Informs clients by explaining procedures; answering questions; providing information
- Maintains and improves quality results by adhering to standards and guidelines
Requirements
General Requirements:
- High school graduate or G.E.D.
- Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
- Excellent oral and written communication skills
- Ability to multitask in speaking on the phone using the computer and keyboard simultaneously
- Ability to type at least 25 words per minute is preferred
- Experience in providing exceptional customer service and maintaining established quality requirements
- Must be able to pass a background check
Performance Requirements (**MUST READ**):
- Average Talk Time: Less than 4 minutes per call while resolving customer issues.
- Call Conversion Ratio: Require a 60% lead to call ratio.
- Disposition Calls Processed: Demand proof of handling 80 calls per shift with accurate disposition coding and in a timely manner.
- Attendance: Require a 98% attendance record over 6 months with little to no unexcused absences.
- QA Score: Must consistently achieve 90% quality assurance scores on call evaluations monthly.
- Average Hold Time: Must have maintained average hold times of less than 60 seconds per call this is a high call volume environment.
- Calls Handled per Hour: Demand experience processing 10 calls per hour with accurate dispositions note and escalations.
- Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks one 30 minute lunch.
- Error-Free Documentation: Must demonstrate 99% accuracy in call processing and CRM updates. All notes will be reviewed.
Benefits
- Opportunity to continue working from home in our post-pandemic workplace
- Retention bonus at both the 6 month and 1 year mark
- Eligible for Medical Dental and Vision after 60 days of continuous employment
- $15000 Life Insurance (Company Paid)
- 401K plan eligibility after 1 year of service w/company match of up to 4%
- Paid Time Off - Earn 10 days per year after 90-day probationary period
- Monthly Incentive Bonus Plan (up to $300)
- Weekly/monthly gift card drawings/contests for meeting goals
- Career learning and development programs
- Casual dress code
- Salary: $14.50/hour
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Next steps:
If what you just read excites you wed like to hear from you! Please submit your application and well contact you if you become selected for a phone interview.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Centah is a Global SaaS company that provides workflow management solutions and lead generation to participants in the Home Services Industry. Our Work Flow & Lead Management Solution is designed to capture customer and project-related data throughout the home services project lifespa ... View more
