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Call Center Specialist - Phoenix, United States - SA Technologies Inc
Description
Job Description
Role:
Call Center Specialist-1211
Estimated Duration: 6+ months
Location:
Phoenix, AZ
Position Description
The purpose of this position is to provide support to constituents, including education administrators and staff, community members, education partners, and the families of Arizona students.
This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to handling inbound calls, addressing help desk tickets, managing email inquiries, providing comprehensive assistance on the general program inquiries.
The primary duties for this position include the following:This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays
Technology- Computer:
High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office applications and Windows (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors
Phone:
Conference (multi-line) phone lines Knowledge in: - Customer service principles and practices - Proficient understanding of call center technology and software - Applicants must have experience with high volume customer service Skills in: - Utilizing critical thinking skills and logical reasoning to gather pertinent information - Strong organizational skills with attention to detail - Exceptional verbal and written communication - Active listening and problem-solving - Multi-task and prioritize responsibilities in a fast-paced environment - Proficiency in documentation and record-keeping - Proficient in Microsoft Office suite, specifically Outlook and MS Teams Ability to: - Multi-task and thrive in a fast-paced, performance-driven environment with a high level of accuracy - Work independently - Conduct thorough research and implement program policies, procedures, and regulatory guidelines - Communicate and engage with others in a considerate and respectful manner - Effectively answer inbound calls, HelpDesk tickets, and email inquiries promptly - Capability to collaborate with team members and efficiently direct calls to appropriate personnel - Identify and escalate notable concerns or issues - Occasionally participate in special projects and initiatives
Skills Preferred
Phone:
CISCO Finesse and CISCO Jabber multi-line experience. Language- Bilingual (Spanish fluent, speaking/reading/writing).
Experience Required
Minimum of one year experience in assisting customers in a call center setting.
Experience Preferred
Preferred, prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.
Education Required
High school or equivalent, or higher.
Education Preferred
Preferred, Associate's degree or higher.