DatamanUSA is looking for multiple Call Center Representatives for our client based in Burlington, VT. This is a great opportunity for someone who is a quick learner with excellent people skills.
Job Title: Call Center Rep
Location: Burlington, VT
Duration: 3+ months (C)
Roles & Responsibilities:
Answer and respond to inquiries from callers while maintaining a high level of customer service and empathy regarding sensitive situations.
Utilize the Vermont Department of Health COVID-19 FAQs and other state agency resources to answer callers' questions in a timely and accurate manner.
Document call information using the designated survey and submit at the end of each shift.
Send call summary to Shift Lead at the end of each shift.
Identify and transfer callers to VDH COVID-19 teams when necessary.
Provide accurate and relevant information to the inquirer to help them meet their needs.
Identify and escalate priority issues.
Work collaboratively as part of a team by contributing to the group call center chats and daily updates to troubleshoot and assist other team members.
Complete assigned to follow up calls to inquirers.
KSA (Knowledge, Skills, and Abilities):
Must have basic knowledge of COVID-19.
Advanced customer service and problem-solving skills.
Must be proficient in Microsoft computer systems and MS Applications and be able to look up information from a variety of online sources.
Must have good to excellent verbal skills, particularly empathetic listening and problem-solving.
Must have good to excellent written communication skills.
Must be able to handle crisis situations and deal with difficult inquirers.
Ability to work accurately under pressure.
Must have a high level of attention to detail and accuracy.
Ability to accurately assess an inquirer's needs and situation.
Must be able to problem-solve with an inquirer and provide accurate information.
Demonstrated ability to handle sensitive and confidential situations.
Must be able to handle difficult situations with a mature attitude, judgment, poise, tact, and diplomacy.
Demonstrate the ability to work with multicultural/ethnic inquirers, older adults, people with disabilities, sexual minorities, and other populations.
Bachelor degree preferred; or comparable High School diploma with 3+ years experience in social service and/or call center environment.