Customer Service Representative - Altoona, United States - Global Tel Link

Description

**Customer Service Representative**

at GTL Altoona, PA GTL is currently seeking **Customer Service Representatives** to join our growing team. The responsibility of the Customer Service Representative will be to provide direct support to GTL customers. While in this critical position, you will have the opportunity to utilize your computer knowledge and customer service skills providing solutions for our customers challenges.

Various shifts available.

**Responsibilities:**

Professionally handle a high volume of incoming calls to help facilitate, analyze and resolve (i.e., troubleshoot) customer issues; strive to resolve customer issues via one call resolution guidelines and/or escalate as appropriate

Answer inbound customer service calls through telephone IVR dialer system

Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products, services and account support

Answer customer calls and actively listen to identify the issue

Build strong customer relationships

Use judgement and decision-making skills for account actions

Maintain quality account documentation

Handle confidential customer financial information

Resolve customer issues being submitted via our research tool

Document and track all customer call-related information in organizational platforms for auditing, reporting and compliance purposes

Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner.

Meet goals and objectives as set by management for call center environment

Adhere to the Fair Debt Collections Practices Act at all times

**Qualifications:**

A High School Diploma or general education degree (GED) is required

Excellent verbal and written communication skills

Strong customer service focus with a commitment to customer satisfaction

Strong listening skills

Ability to problem-solve

Ability to navigate through multiple computer applications with speed and accuracy

Proficient in Microsoft Windows OS and Microsoft Suite; confident in navigating multiple screens simultaneously in the Windows operating system environment and call center software; ability and willingness to learn and gain proficiency in new software systems; basic keyboarding skills 30-40 words per minute

Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure

Ability to work in a fast-paced environment

Ability to work independently and in a team environment

Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies

Ability to pass all background checks required by GTL and customer

Maintain a positive attitude

Ability to relate to customers in a professional and courteous manner

Excellent attention to detail

Various work schedules are available. Shift schedules are subject to change as business needs change. Schedule flexibility is required (to include weekends, evenings, possible holidays and occasional overtime)

Ability and willingness to accept feedback from all stakeholders to align to successful customer service; professional growth and development.

Previous experience in customer support, technical support or working in a call center environment is desirable

*GTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.*

*GTL is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic or category protected by federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.*

#IND123

10. Target Salary/Compensation

By clicking "Yes", I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief. I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment. I understand that this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment. I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment. *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at GTL are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender

Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order

Veteran