Job Description
Job Description
Job Title: Call Center Representative
Pay: $19-$20.50 an hr | Bi-weekly
Job Type:
- This position is a contract assignment with potential to hire on permanently based upon attendance, performance, and business needs
- Onsite in East Providence RI 02915
Shift Options:
- M-F 8 am - 5 pm
Call Center Representative Overview:
- As part of our dedicated Contact Center team, our Contact Center Sr Specialist creates positive interactions with customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve. ----As the Contact Center Sr Specialist, your duties will vary, typically requiring knowledge of internal procedure and root cause analysis to accomplish. You’ll rely on experience and judgment to plan and accomplish assignments, including, when necessary, collaboration with management.
You’ll have the opportunity to use your extensive knowledge to be an escalation point and assist customers with complex issues through either phone calls or online chat and may specialize in servicing a particular customer segment. You’ll not only problem solve but also provide expert advice through “right fit” conversations geared toward the array of benefits available in our suite of products, demonstrating that we are made ready to support customers at every stage in life’s journey.
Responsibilities:
• Work independently and in conjunction with the team, using all resources available to service customers effectively and efficiently.
• Provide in-depth support for all products and services we offer, including digital solutions and technical support.
• Identify and socialize cross-sell opportunities to increase customer satisfaction and enhance customer relationships.
• Act as a reference/escalation point for colleagues both within the Contact Center and across the Citizens organization, with exemplary understanding of end-to-end processes/products.
• De-escalate through advanced communication skills, exploring options to solve problems in an efficient manner.
• Accurately and independently complete all customer follow-up work.
• Retain ownership of customer issues to satisfactory completion and escalating when appropriate. This includes identifying trends and conducting root cause analysis.
• Act as the “voice of the customer”, sharing customer feedback as appropriate with Management or via issue tracking.
• Participate in comprehensive and continuing training that will draw on your previous experiences and challenge you to grow.
Call Center Representative Qualifications:
- 1+ years of call center or customer service experience.
Call Center Representative Benefits:
- Benefits are available to full-time employees after 90 days of employment and include health, optical, dental, life, and short-term disability insurance.
- A 401(k) with a company match is available for full-time employees with 1 year of service on our eligibility dates.
How to Apply:
If you are interested in this position, please apply OR submit your resume to:
Saw Hlaing | shlaing@alinestaffing.com | 412-790-5425