Contact Center Customer Service Representative

Company Overview:

SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring® (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. We provide an integrated approach to supporting our customers by offering solutions specific to court and agency needs in the community corrections industry throughout all phases of client management.

As a company, we are committed to continuing our tradition of re-engineering operations to streamline processes, enhance productivity, and improve client outcomes through constant innovation. Our purpose is to change lives, reunite families, and make our communities safer through advanced technology and world-class service.



Shift: First Shift,Second Shift,Rotating,Weekend

Job Summary:

The Customer Service Agent is responsible for providing high-quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account-related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. The ideal candidate demonstrates strong communication skills, problem-solving ability, strong sense of empathy, and a commitment to delivering a positive customer experience while still ensuring company and state compliance. Candidates must also have proficient computer skills, customer service expertise, and the capability to work independently.

Job Type: Full-time- Remote Customer Service Representative in Contact Center.

SCHEDULE REQUIREMENTS:

• Our Contact Center operates 7 days a week, 24 hours per day, including all holidays
• Work schedules are determined based on the needs of the company and may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays along with 2 weekend days
• Training classes for the Contact Center run Monday through Friday for 5 weeks, with daily 8-hour sessions (timing may vary between 8 AM and 8 PM EST
• ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.

Duties/Responsibilities:

• Handle inbound and follow-up customer interactions through phone and digital communication channels.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Deliver high-quality, personalized customer service while maintaining a professional and supportive approach.
• Promote and reinforce the company's brand by helping customers navigate services and supporting their return to normal daily activities.
• Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate systems.
• Identify unresolved issues and escalate them to the appropriate department or authorized resource when necessary.
• Assist customers with billing-related questions, appointment scheduling, and troubleshooting as needed.

Skills/Abilities:

• Excellent communication, customer service, interpersonal and typing skills.
• Ability to work efficiently and effectively in a multi-task high call volume environment.
• Effective and accurate decision-making skills.
• Demonstrated successful telephone service techniques specifically with troubleshooting, issue resolution, and de-escalation.
• Proficient in Microsoft Office: Word, Outlook, Excel.
• Must have ability to incorporate developmental feedback from management.
• Must have the ability to quickly Adapt to change.
• Bilingual is a plus
• • Understanding of performance metrics and the ability to work within a metrics-driven environment
  • Proficiency in Microsoft Office applications, including Word, Outlook, Excel, and Teams
  • Strong technical knowledge with the ability to troubleshoot basic computer or system issues independently
  • Strong verbal communication skills, including active listening and the ability to demonstrate empathy with customers.

Education and Experience:

High School Diploma or GED

Min of 2 years in Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required.

WORK FROM HOME REQUIREMENTS:

Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs).

• Windows 11, Intel Processor i5-4440 2.1ghz, Memory 16gb Ram, Hard Drive 50GB Free Space, Web Browser - Microsoft Edge or Google Chrome
• MacOS 14.0 Sonoma, Apple Processor M3, Memory 16gb, Hard Drive 50GB Free Space, Web Browser - Google Chrome
• Chrome Book CANNOT be used

• Working on a computer camera during training, meetings, etc.
• Wired internet connection encouraged at a regular internet speed (example-DSL or Cable Connection - No Dial Up).
• Dual Monitor recommends.
• Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.

Physical Requirements (With or without reasonable accommodation):

• Sitting: 75-100%
• Standing: 75-100 %
• Fine Motor Movements: 75-100 %

*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Comprehensive Benefits Package:

At SCRAM, we prioritize the well-being and financial security of our employees. We understand that benefits play a crucial role in ensuring our team members feel supported and valued. That's why we offer a comprehensive benefits package that includes:

• Retirement Savings:
  • 401(k): We offer a 401(k)-retirement savings plan to help you plan for your future financial security.
  • 401(k) Matching: SCRAM provides a 100% match for the first 3% contributed and another 50% match for the next 2% contributed, amplifying your savings potential.
• Health and Wellness:
  • Health Insurance: We provide comprehensive health insurance coverage to safeguard your health and that of your family.
  • Dental Insurance: Our dental insurance plan ensures access to quality dental care for you and your dependents.
  • Vision Insurance: Take care of your vision health with our vision insurance coverage.
  • Health Savings Account (HSA): Our HSA option allows you to save pre-tax dollars for medical expenses, providing flexibility and savings opportunities. We strongly value saving for your wellness, so the company provides an employer contribution towards your HSA annually.
  • Flexible Spending Account (FSA): With our FSA, you can set aside pre-tax dollars to cover eligible medical expenses not covered by your health insurance plan. You can also save pre-tax dollars to help cover the cost of child care with our Dependent Care FSA.
• Financial Protection:
  • Disability Insurance: We offer company paid short and long term disability insurance to provide financial protection in the event of injury or illness that prevents you from working.
  • Life Insurance: Ensure the financial security of your loved ones with our company paid life insurance coverage at 1.5x your annual salary. Want more coverage – supplemental life is also available.
• Work-Life Balance:
  • Paid Time Off: We understand the importance of work-life balance. That's why we provide generous paid time off, allowing you to recharge and enjoy life outside of work.
  • Paid Sick Time: Your health matters to us. We offer paid sick time to support you during times of illness.
  • Employee Assistance Program (EAP): Our EAP offers free confidential counseling and support services to help you navigate personal or professional challenges.
• Additional Perks:
  • Referral Program: We believe in the power of teamwork and collaboration. Our referral program rewards you for referring talented individuals to join our team.
  • Tuition Reimbursement Program: We support the professional growth of all employees, but understand that going back to school is expensive. We offer tuition reimbursement up to the IRS limit annually to help our employees flourish.

At SCRAM, we are committed to empowering our employees to thrive both personally and professionally. Join us and take advantage of our comprehensive benefits package as you embark on a rewarding career journey with us.



From: SCRAM Systems