Call Center Tech Support Agent

• Call Center Position-You must live within the Dallas/Ft. Worth area for this position*

Are you ready to be apart of something great? Telvista is in search of passionate and professional talent to support our growing Technical Support team. As a Customer Service agent you will handle blended phone calls for both residential and business customers using in-depth knowledge of our company products, services, troubleshooting technical issues and up-sell any promotional offers during the call.

This is an entry-level position which offers on-the-job paid training. While previous Call Center experience isn't required, we've seen talented professional do exceptionally well with at least 2+ yrs experience in customer service, tech support, troubleshooting, inside sales, or front-office experience. Candidates should be very reliable, have good attention to detials, have excellent communication and computer skills, coachable, reliable transportation, fully commit to the training schedule which is up to 8 weeks (our attendance policy is strictly enforced) and be willing to consistently learn on the job. If hired for this opportunity you will be required to work onsite at our Dallas, Tx Location. If this sound like you submit your application today for the next training class!!

We offer Amazing perks and benefits

• Paid Training (Must omplete training and prodution schedule onsite)
• Base salary with performance incentives
• Professional Work Environment
• Sick Leave
• Office Snacks and Raffles/Drawings
• Medical, Dental and Vision Package
• Business Casual Dress Code
• Career & Training Development
• Awesome teammates who are dedicated to our values and customers!
• Covered Parking & More!
• Paid Time Off (PTO) (can be used after 90 days of employement)
• Financial resources such as 401k and other options
• $14.50/hr base pay plus incentives*
• Organizational Growth
• Full-Time 40hr per week position

Essential Duties and Responsibilities include the following

• Accurately document and process customer claims in appropriate systems
• Other duties may be assigned.
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedure
• Handle both inbound and outbound calls in a courteous manner while up-selling products and services to customers.
• Lead fact-finding discussions to determine the best options for the customer

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

 

Education and/or Experience Minimum high school diploma or equivalent. Six months customer service experience. One-year certificate from technical school or one-year related experience and/or training or equivalent combination.

Language Skills  Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively present technical information clearly and concisely.

Mathematical Skills  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.

Reasoning Ability  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.

Computer Skills  Ability to listen and respond while keying into automated system. Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment). Able to accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.

Employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion.  The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.

Background You must pass a Federal Background Check which includes Criminal, Education, Employment and Drug Test.

 

Telvista is an Equal Opportunity Employer

Job Summary The incumbent will be experienced in all phases of the recruiting process. This role will assist the Recruiting Team and HR partners in identifying talent needs, defining position requirements, and utilizing the most creative and innovative selection strategies to identify and select the best-qualified talent for the organization. This position works under a high-volume hiring pressure/demand within our BPO/Call-Center industry. The recruiter is responsible for hiring the requested quantity and quality assigned by the Recruiting Manager and measured through an assigned KPI system. This job is a hybrid position based on business needs and as assigned by the Recruiting Manager. In addition, the Recruiter is the face of the organization at many levels; therefore, it's required to always be present in professional attire as we set the stage for our new hires.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Administers background check and drug screening programs for contingent employment offered to applicants
• Identifies and selects the best-qualified talent for the position and extends contingent offers of employment
• Community Outreach
• Onboarding
• Presentations
• Administers the offer and closing process that is appropriate for each individual candidate
• Hiring Events
• Track all recruiting activity using the recruitment management system to ensure accurate recruiting data is collected that will support the continued analysis and improvement of recruiting at Telvista
• Full Cycle Recruiting
• Reviews resumes in the pipeline, screens candidates, and initiates contact with high-potential candidates to generate candidate flow
• Researches, analyzes, prepares, and presents hiring information and statistics to the HR Business Partner- Talent Acquisition
• Maintains records on recruiting activities as required to include EEO
• Talent Acquisition Marketing
• Works under high-volume BPO/Call-Center hiring pressure.
• Remotely and in-Office executes the targeted selection process by interviewing, testing, and evaluating screened applicants against established talent requirements
• In-House Job-fairs and external job-fairs orgranized by third parties
• Writes, speaks, and presents information effectively and persuasively across communication settings such as communication to candidates, reports to HR management, and presentations

Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

• Associate's degree (bachelor’s degree preferred, but not required).
• Maintain courteous, professional, and effective working relationships with teammates of all levels.
• Must live within the Dallas-DFW area due to the in-office role responsibilties (Hybrid).
• Experience in recruiting/filling B2B Sales-related positions within the last 5 years.
• Must be competitive, energetic, goal driven, and self-motivated.
• 3+years full life cycle recruiting experience (High Volume-Call Center preferred, but not required).
• Experience in advanced, innovative sourcing and engaging passive candidates.
• Experience in thinking strategically as well as strong communication/interpersonal skills.
• Must have advanced computer skills in Word, Excel, and typing (minimum of 40 WPM).
• Be able to successfully prioritize and manage a large and diverse requisition.
• Wide knowledge of recruiting ATS and sourcing tools (iCIMS, indeed, LinkedIn Recruiter is a plus).
• Verbal/written/persuasive communication skills required.
• Must be able to pass a federal background.
• Must be able to pass a drug test.
• Must be a team player and work well with others.
• Ability to partner and influence stakeholders at all levels, including executives, to drive hiring goals and program outcomes.

Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of organization.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages.

Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to multi-task.

Computer Skills To perform this job successfully, an individual should be familiar with Human Resource systems, ATS, Payroll systems, and Spreadsheet software and have a working knowledge of Word Processing software.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Probation Period The Recruiter position does come with a 90-day probation period. The Recruiting Manager will evaluate the Recruiter's attendance, performance, work ethic, and the required teamwork delivery. Telvista can terminate employment during the 90-day probation if these areas are not met.

The employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista/Recruiting Manager determines is necessary or desirable to meet its business needs.

Telvista is an Equal Opportunity Employer

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