Customer Service Representative (Hybrid, Evening Shift)

Centah Inc. is a lead and workflow management company that supports North America's home improvement businesses. They are seeking an enthusiastic and self-motivated Customer Service Representative to handle customer inquiries and provide exceptional service in a fast-paced environment.

Responsibilities

• Answer incoming calls and respond to customer's 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

Skills

• 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
• 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
• $15,000 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

Company Overview