Call Center Representative - In Office

Federal Call Center Team Overview

The RA Outdoors, LLC dba Aspira, (hereinafter, “the Company”) multichannel Federal Call Center services our federal contract clients processing sensitive information through various forms of telephone support, live agent chat, email, virtual assistance, etc., to manage customer inquiries and requests in alignment with the call center’s Service Level Agreements (SLAs) and position specific Key Performance Indicators (KPIs).

Position Purpose and Impact

The Participant Services Representative supports inbound and outbound calls within various queues to service customer inquiries, transactions, and services in compliance with company policies, processes, and position (KPIs).

Responsibilities

• Supports the Federal Call Center by completing other duties as assigned.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Accurately completes all work when updating caller or customer accounts or system information.
• Responsibly adheres and achieves individual KPIs and quality assurance standards while supporting the achievement of department KPIs, SLAs, and services goals and objectives.
• Actively supports the department in achieving goals by practicing solid teamwork and providing best-in-class customer service to all callers.
• Seeks assistance, guidance, or decision-making from management to assist callers when needed.
• Effectively transfers misdirected callers to appropriate parties via correct transfer processes.
• Completes all Company training and coaching as assigned and within a reasonable timeframe.
• Ensures appropriate and proper communication with co-workers during shifts; properly handing off work or notifying management of call queue or client needs at shift end.
• Responds to various inbound and outbound calls, electronic chat, fax, customer emails, active tickets, etc., with pleasant telephone etiquette, the ability to effectively communicate information, provide inquiry resolution and escalation to callers per established processes, serve as a knowledgeable resource to callers utilizing company workflows and processes, and present caller-solutions in compliance with Aspira polices and position standards.
• Effectively carries out a series of work instructions within a call center environment without supervision to resolve customer inquiries, complaints, and needs promptly.
• Properly documents all calls in compliance with call type documentation standards.
• Maintains solid knowledge and compliance with Company procedures, employee handbook policies, specific call center policies including attendance, standards of conduct, etc.
• Answers inquiries by clarifying, researching, locating, or processing desired information.

Desired Qualifications

• Completes all tasks with ownership and accountability; invested in ensuring a callers receive best-in-class service from start to finish; properly hands work off at shift end.
• Demonstrated ability to provide a professional and friendly experience to both co-workers and callers.
• Practices efficient communication and documentation practices; properly following Company verbal scripts, tasks as required, and ensuring need-to-know information, escalations, or follow-ups are effectively handled. f work assigned and performed by this position and does not represent an exhaustive list of required responsibilities and skills.
• Builds rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended. Listens attentively to caller needs and demonstrates empathy.
• Incorporates integrity, detail-oriented attention, and genuine care for callers and caller needs within all interactions.
• Demonstrated wiliness and ability to answer questions and solve customer problems.
• Leads all facets of this position with excellent customer service.

Desired Education And Experience

• Call Center Software: Salesforce, Nice-inContact, Genesys.
• Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc.
• Proficient ability to type at greater than 50 words per minute, utilize computer resources including online applications, portals, and Company software, and perform tasks via telecommunication tools with a pleasant and comprehendible tone and enunciation.
• High School Diploma with an Associate degree preferred.
• 2 – 3 years’ customer facing customer services experience.
• 1 – 2 years’ experience call center experience.
• Previous experience with Salesforce and Nice-inContact beneficial. Desired Hardware and Software Competency
• Technology Competencies: general internet skills including the ability to access/utilize various websites.
• Efficiency with Microsoft Suites, including: Word, Outlook, Excel, and PowerPoint.

This position requires employees to work from our Call Center in Dallas 717 N. HARWOOD ST., SUITE 2400DALLAS, TX 7520