Customer Service Representative - Clifton Park, United States - DIRAD TECHNOLOGIES INC

Description

:

DiRAD Technologies, Inc., a leading communications solution provider located in Clifton Park, New York, is
still growing We're continuing our search for dedicated
Customer Service Representatives to help keep our operation above the rest


Why join us:

DiRAD Technologies is expanding at a record pace, and we're looking for talented people to join our team. We're a leading provider of call center software and solutions and always on the cutting edge of technology. Our team is passionate about customer service, and we're committed to helping our customers achieve their goals.


Salary Range, Benefits and Perks
- $18 - $20 per hour based on experience
- $250 sign on bonus paid after training

• Work from Home (after completion of onsite training & nesting)
• Shifts

:
9am to 5:
30 pm OR 11am to 7:
30pm

• Medical, Dental & Vision Insurance
• 401(k) Plan with Company Match
• 12 Observed Holidays
• Vacation, Personal & Sick Time
• Team Building Events & Activities
• Employee Assistance Program

Requirements:


Primary Responsibilities:


Our Customer Service Representatives contribute to our team by:

• Answering inbound calls and providing inquiry resolutions in a timely and professional manner while maintaining a goal of 1st call resolution, as well as making outbound calls, as directed.
• Providing accurate and uptodate responses to all inquiries; utilizing the tools and resources available to stay knowledgeable on each contracted program.
• Educating callers on matters associated with the program
• Accurately documenting call information in the database to include the issue, action, and resolution.
• Identifying the need for escalation when the inquiry cannot be solved on 1st contact and/or requires a higher level of research.
• Providing callers with a positive experience while supporting compliance expectations for the program(s).
• Meeting Quality Control requirements and other key performance metrics to ensure DIRAD's success in meeting our clients' needs, contract requirements and contributing to a positive relationship between the call center and the client.
• Being a reliable team member; consistently showing up for all scheduled shifts, starting shifts ontime and ending shifts at the designated time.
• Assisting leadership with delegated tasks and tickets.

Our Customer Service Representatives handle a high volume of calls daily and have assigned quality and performance metrics to achieve.

Job Qualifications:

• Preemployment & random PHMSA drug testing required
• Background check required

To be successful in this role you'll need:

• A High School Diploma or GED (required)
• Previous experience working in a call center environment, meeting or exceeding customer's expectations, and meeting performance metrics (preferred).
• In lieu of call center experience, must have previous customer service experience.
• A proven ability to clearly communicate through written and verbal communication channels; able to read, write and communicate in the English language.
• A demonstrated ability to interpret resource documentation, workflows, Standard Operating Procedures, and general instructions.
• An aptitude for being able to make quick and accurate decisions.
• A passion for assisting others and having positive interactions with a variety of people daily.
• A track record of being reliable, ontime, and successfully managing your time and priorities.
• A teamoriented attitude with an ability to work independently and take ownership of assigned tasks.
• Problemsolving skills; define problems, collect data, establish facts, draw valid conclusions and provide solutions.
• Previous experience utilizing telephone and basic computer systems as well as internet software.
• Previous experience and/or working knowledge of ticket tracking software and inbound/outbound call center software is a plus

The working environment & physical efforts required (with or without accommodation):

• This project requires agents to be
  in person for training and 30 days post training

:

• Remaining in a stationary position (sitting) up to 75% of the time.
• Constantly operating a computer (typing, using a mouse) and telephone (speaking). An approved headset can be utilized.
• Close visual insight to perform activities on a computer screen to include reading and entering information.

We are an equal opportunity employer.

We do not discriminate based on race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.