Job description

***This is a Part-Time Position***
Up to 25 hrs a week
***Must reside in Miami, FL***

Job Summary:

Under the direct supervision of the Call Center Supervisor, the Call Center Agent provides telephone support to the Coalition staff.

Essential Duties and Responsibilities:

• Answer calls and respond to emails
• Provide customers with general service information
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Be able to maintain confidentiality with shared information
• Capable of handling issues and complaints and providing solution to the customers
• Identify and escalate priority issues
• Update existing customer information in database systems
• Route calls to appropriate resource if issue cannot be resolved at call center
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Greet customers warmly and ascertain problem or reason for calling
• Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations
• Utilize computer technology to handle high call volumes
• Compile reports on overall customer satisfaction

Skills and Abilities:

• Excellent verbal and written communication skills
• Excellent interpersonal and active listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Ability to use good judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

Computer Equipment and Software Requirements:

• Microsoft Office Suite

Experience and Training:

• High school diploma or equivalent minimum
• Bilingual preferred but not required
• Proficient in Microsoft Office
• Knowledge of customer service principles and practices
• Experience in a call center or customer service environment handling high volume of calls
• Data entry and typing skills

Job Type: Part-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program

Schedule:

• Day shift

Application Question(s):

• Do you reside in Miami, FL?

Education:

• High school or equivalent (Required)

Language:

• Bilingual (Preferred)

Work Location: Remote

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