contact center specialist

Thesis Pharmacy

<div>JOB DESCRIPTION
CALL CENTER SPECIALIST<div><div>
Classification: 
Non-Exempt 
 Date: 
11/18/2025</div><div> 
Reports to: 
Operations Supervisor 
Travel: 
N/A</div></div> 
JOB SUMMARY
At Thesis Pharmacy, we are committed to driving a patient-centered experience grounded in precision, quality, and personalized support. As a Call Center Representative, you will serve as the trusted, solutions-oriented point of contact empowering patients and providers to navigate their pharmacy needs with clarity and confidence.
In this role, you will be a key contributor to delivering interactions that embody our organizational pillars of accuracy, empathy, and operational excellence. This opportunity is ideal for an individual who excels in a dynamic, fast-paced ecosystem, collaborates seamlessly with cross-functional partners, and is motivated by the meaningful impact their work has on patient well-being each day.
SUPERVISORY RESPONSIBILITIES:<ul><li>
N/A</li></ul>
DUTIES/RESPONSIBILITIES:<ul><li>
High-impact verbal communication skills in English, with multilingual proficiency positioned as a strategic value enhancer.</li><li>
Ability to rapidly onboard and navigate call center, pharmacy, or healthcare technology platforms, leveraging training to accelerate operational excellence.</li><li>
Strong customer engagement capabilities with a proven aptitude for delivering empathetic, solution-oriented interactions in dynamic service environments.</li><li>
Competency in providing sales support, product recommendations, or consultative guidance within health, wellness, or related sectors.</li><li>
Foundational familiarity with pharmacy, medical, or nutritional terminology that supports streamlined workflow integration (helpful but not mandatory).</li><li>
Demonstrated integrity in processing payments and safeguarding sensitive patient or customer information in alignment with compliance standards.</li><li>
Advanced multitasking capacity and precision execution across high-volume, multi-channel communication streams.</li><li>
Consistent reliability, positive team alignment, and adaptability within fast-paced, performance-driven operational frameworks.</li><li>
Strong commitment to delivering elevated service experiences that reinforce patient wellness and organizational trust.</li></ul>
 REQUIRED SKILLS/ABILITIES:<ul><li>
Exceptional verbal communication capabilities in English, with multilingual proficiency viewed as a strategic differentiator.</li><li>
Ability to navigate call center, pharmacy, or healthcare systems with agility.</li><li>
Strong customer engagement acumen, ideally with prior exposure to call center, customer service, or healthcare interactions.</li><li>
Sales-adjacent competencies, including product recommendation and consultative guidance within wellness or healthcare contexts.</li><li>
Familiarity with pharmacy, medical, or nutritional terminology, enabling faster operational ramp-up.</li><li>
High-integrity handling of payments and sensitive customer information, maintaining compliance and trust.</li><li>
Robust multitasking capacity and precision execution while managing high-volume, multi-channel workloads.</li><li>
Demonstrated reliability, positive team alignment, and resilience in a fast-paced service environment.</li><li>
Deep commitment to delivering best-in-class service experiences that support patient health outcomes.</li></ul>
EDUCATION AND EXPERIENCE:<ul><li>
Prior experience within call center operations, customer service ecosystems, healthcare support functions, or wellness-oriented environments is highly advantageous.</li><li>
Exposure to sales, product recommendation, or consultative engagement roles is considered a strong value accelerator.</li><li>
Formal education requirements are flexible; demonstrated capability and relevant hands-on experience are prioritized.</li></ul>
 PHYSICAL REQUIREMENTS:<ul><li>
Ability to remain seated and fully engaged for extended periods while managing high-volume call flows and system navigation.</li><li>
Consistent use of standard office and communication equipment&mdash;including computers, headsets, and phone systems&mdash;to drive efficient service delivery.</li><li>
Capacity to maintain focus, accuracy, and responsiveness in a fast-paced environment with sustained screen time and repetitive task execution.</li></ul>
 OTHER DUTIES:<ul><li>
 Executes additional responsibilities and cross-functional tasks as operational priorities evolve, supporting organizational agility and ensuring seamless service delivery across the patient experience lifecycle.</li></ul> 
Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time.
Call Center Specialist (Job Description).pdf</div>

Call Center Specialist

Hendall Inc.

<div>OVERVIEW
Hendall Inc., a mission-focused professional services firm based in Rockville, MD, is seeking a compassionate and detail-oriented Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist unaccompanied alien children (UAC), their sponsors, and related parties.
This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth. We are offering full-time and part-time roles which include nights, weekends, and holidays. Candidates must be available to work in either El Paso, TX or Rockville, MD.
DUTIES<ul><li>
Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers</li><li>
Communicate effectively in English and Spanish</li><li>
Maintain professional judgment, especially during crisis calls</li><li>
Respond to calls promptly</li><li>
Manage and de-escalate calls from individuals in crisis</li><li>
Triage calls for appropriate responses, referrals, and documentation</li><li>
Provide case management/referral services</li><li>
Apply quality standards to all calls and meet program deadlines</li><li>
Work with stakeholders, including legal service providers and court officials</li><li>
Assess changes affecting child safety and make referrals to officials</li><li>
Follow protocols and policies in call handling including post-call documentation</li></ul>
MINIMUM QUALIFICATIONS<ul><li>
Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.</li><li>
At least 1 year of child welfare experience.</li><li>
Bilingual in English and Spanish.</li><li>
Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.</li><li>
Comfortable learning new systems and working with case management software.</li><li>
Exceptional verbal and written communication skills.</li><li>
Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.</li></ul>
PREFERRED QUALIFICATIONS<ul><li>
Prior call center experience, especially in behavioral health or child/family services.</li><li>
Familiarity with Federal government programs that support UAC.</li><li>
Working knowledge of trauma-informed care principles and best practices in crisis intervention.</li></ul>
ADDITIONAL INFORMATION<ul><li>
This is an onsite role located in our secure El Paso, TX and Rockville, MD facilities. Remote/virtual work is prohibited.</li><li>
As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.</li><li>
A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.</li><li>
U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearance</li></ul>
Salary Range: $18.00 per hour plus $5.09/hour health and welfare benefit
For a complete listing of benefits, please visit our careers page at www.hendall.com/careers
Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.</div>

VyStar Credit Union

<div>
 At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.
 
 
 We encourage you to become a part of VyStar Credit Union's family of employees.
 
 
 <ul>
 <li>
 SELECTION PROCESS:
 
 
 </li>
 </ul>
 
 As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, HireVue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months.
 
 
 
 Accountability Statement
 
 
 The incumbent&rsquo;s primary function is to effectively use VyStar Excellence principles during telephone contact with members in the course of daily business. Thus, the incumbent must adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. The incumbent is to integrate people, processes, and technology to enhance relationships with members to maximize the growth and market share of VyStar Credit Union. In the call center environment, the incumbent is expected to listen to members attentively, to determine their needs and to offer appropriate products and/or services to enhance the member experience. The incumbent in this position is accountable for offering products and services to deepen current relationships and improve the satisfaction and loyalty of credit union members. The incumbent is individually and collectively responsible for reaching department and corporate goals. The quality of the incumbent&rsquo;s calls will be closely monitored via a call recording system to ensure members are receiving quality service. The incumbent will make independent decisions that benefit the member and VyStar. The incumbent must be able to quickly adapt to changes and handle any additional assignments for the daily operation of the Call Center. This position has opportunities for advancement and pay increase through the completion of the Member Service and Loan Training Programs. The incumbent must demonstrate proficiency in handling all types of calls in addition to completing required Computer Based Training courses before being certified or qualified to apply for Level II.
 
 
 
 Essential Job Functions
 
 
 
 
 
 Shift:
 
 
 
 
 
 
 Must be flexible to work any day or shift between the hours of 7:00am - 7:00pm / Monday - Saturday.
 
 
 
 
 
 Contact Center Member Service Specialist
 
 
 
 <ul>
 <li>
 The incumbent&rsquo;s primary duty is to provide quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, Magic*Touch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services. Member Service transactions include but are not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts, etc. The incumbent is expected to acquire extensive product knowledge of deposit products along with operational function of those products.
 </li>
 <li>
 The incumbent is required to effectively offer loan related products such as GAP, IWS, Credit Life &amp; Disability Insurance in addition to VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on our members&rsquo; needs. The incumbent is also required to offer loan products, such as auto loans, credit cards, large luxury items and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team.
 </li>
 <li>
 The incumbent is expected to attain a firm knowledge of VyStar&rsquo;s products and services in addition to policies and procedures to effectively offer products based on our members&rsquo; needs. The incumbent is expected to adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. Thus, the incumbent must exhibit courteous and professional telephone etiquette in all member contacts while conducting effective fact finding to understand the member&rsquo;s needs and issues and making independent and appropriate decisions in resolving members&rsquo; problems as well as in offering appropriate products. The incumbent must maintain confidentiality and integrity of information related to all member accounts.
 </li>
 <li>
 The incumbent is also expected to attain proficiency in all available tools.
 </li>
 <li>
 The incumbent in this position is to attain knowledge of Regulation CC, Regulation D, Regulation B and Regulation Z, Bank Secrecy Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report (CTR), etc.
 </li>
 <li>
 If the incumbent is trained for originating loans, the incumbent is expected to offer loans whenever appropriate based on members&rsquo; needs and properly document credit applications and to process them in a timely manner.
 </li>
 <li>
 The incumbent must provide the same professional and quality service to employees in other departments, other businesses and financial institutions based on the VyStar Excellence concept when working to resolve member problems.
 </li>
 <li>
 The incumbent is accountable for departmental standards for productivity, quality of service, and schedule adherence, unscheduled leave occurrences, and late log-ins.
 </li>
 <li>
 The incumbent must be familiarized with call recording technology in order to review calls rated by Quality Assurance representatives. Also, the incumbent is to learn how to review work schedules and to request vacation/sick leave request online through the Workforce Management system as well as to be familiar with the e-Time system.
 </li>
 <li>
 Performs all other duties as assigned.
 </li>
 <li>
 All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:
 
 
 <ul>
 <li>
 Focus - Focus your full attention by carefully listening to and observing client or member.
 </li>
 <li>
 Connect - Consistently be friendly and approachable. Demonstrate your care.
 </li>
 <li>
 Understand - Listen empathetically and ask questions (70%/30% rule).
 </li>
 <li>
 Counsel - Recommend solutions based on your member&rsquo;s needs and objectives.
 </li>
 <li>
 Advance - Ensure that member&rsquo;s expectations were exceeded.
 </li>
 <li>
 Verify necessary follow-up actions.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 EXPERIENCE
 
 
 
 A minimum of one year experience in a position of direct member/customer contact in financial institutions, especially in a call center environment, is preferred
 
 
 
 EDUCATION
 
 
 
 The minimum formal education required is a high school diploma or its equivalent.
 
 
 
 Knowledge, Skills, &amp; Abilities
 
 
 
 <ul>
 <li>
 The candidate for this position must have a personality that enjoys talking to members on the phone. Must possess excellent listening and comprehension skills with proper telephone etiquette. Having sales experience in the financial environment is preferred.
 </li>
 <li>
 Also, having prior exposure to the lending process, familiarity with analyzing credit reports and exposure to interest computation methods is preferred.
 </li>
 <li>
 Must have excellent verbal, written communication and telephone skills.
 </li>
 <li>
 Must have accurate data entry skills and be proficient in PC skills including Microsoft Word, Outlook, Internet access, etc.
 </li>
 <li>
 Must be able to communicate necessary information clearly.
 </li>
 <li>
 Must be professional in appearance and attitude.
 </li>
 <li>
 The candidate for this position may be tested for their effectiveness for providing excellent member service through the telephone, chat room and email during the hiring process.
 
 
 </li>
 </ul>
 
 DISCLAIMERS AND WORK ENVIRONMENT
 
 
 
 Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all-encompassing and are subject to change at any time by management.
 
 
 The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
 
 
 As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects.
 
 
 
 VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.
 
 
 
 
 No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.
 
 
 
 Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.
 
 
 Thank you again for your interest in this position!
 
 
 
 VyStar Credit Union Human Resources
 
</div>

Contact Center Member Service Specialist (Location: Jacksonville, FL)

United Community Bank

<div>Overview:

In compliance with established policies and procedures, this customer service position completes a wide variety of high quality customer service requests presented to our on-site Customer Contact Center team through phone, chat, secure message and email. Tasks are similar to those performed in a branch office, with emphasis on First Contact Resolution, while managing risk for the bank and the customer, consistently delivering high-quality customer service.
What You&rsquo;ll Do:
<ul><li>Completes requests including but not limited to processing of check orders, stop payments, account maintenance, check and statement</li><li>
Debit card maintenance requests which includes but is not limited to; limit increases, card closures/reorders, travel notices, etc.</li><li>
Supports and or resolves complex debit card issues</li><li>
Online/Mobile Banking, and Bill Pay support/troubleshooting for both consumer and business customers</li><li>
Meets and or exceeds personal scorecard goals which contribute to the overall goals of the department</li><li>
Provides exceptional customer service by creating a positive experience for each customer on all support channels</li><li>
Interacts with customers and co-workers in a professional and caring way and represent United Community Bank as &ldquo;The Bank that Service Built&rdquo;</li><li>
May assist with mentoring teammates and creating and/or contributing to training resource material</li><li>
Supports customer channels, including but not limited to, email, chat, secure message, and email in addition to the telephone</li><li>
May include developing a &lsquo;specialized&rsquo; support niche as a Subject Matter Expert in one or more areas of support</li><li>
May include actively seeking, referring and/or sales of bank product and services that align customer needs with UCB&rsquo;s products and services</li><li>
Successfully completes all training as assigned by the Customer Contact Center and or UCB</li><li>
Maintains thorough knowledge of all bank products &amp; services</li><li>
Keeps absences to a minimum understanding the interdependence each person has on the other to meet and or exceed team performance goals and objectives.</li><li>
Other duties as assigned</li></ul>
Requirements For Success:
<ul><li>High school diploma or equivalent required; Bachelor&rsquo;s degree in a relevant field of work or an equivalent combination of education and work related experience preferred</li><li>
1-3 years of banking, bank operations, retail or customer service experience required<ul><li>
1 &ndash; 3 years&rsquo; experience in one or more bank operations functions preferred</li><li>
1 &ndash; 3 years&rsquo; experience in retail or commercial banking preferred</li></ul></li><li>
Previous Contact Center experience in any professional work environment a plus</li><li>
Experience with email, chat or other forms of electronic communication preferred</li><li>
Bilingual and/or fluent in Spanish both verbal and written a plus</li><li>
Able to work a set or rotating schedule that may include evenings and Saturdays</li><li>
Proficient in Microsoft Office programs with ability to operate standard office equipment</li><li>
Possess excellent interpersonal and communication skills</li><li>
Has a passion for delivering superior customer service</li><li>
Deliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work day</li><li>
Strong verbal and written communication skills</li><li>
Strong computer and technology skills</li><li>
Ability to thrive in a high call volume, fast paced work environment</li><li>
Skilled at handling and navigating customer complaints</li><li>
Ability to closely and accurately follow established processes and procedures</li><li>
Self-starter</li><li>
Team building and collaboration skills; ability to work well in a team environment</li><li>
Ability to multi-task</li><li>
Strong emphasis on details and accuracy or work</li><li>
Strong analytical and problem solving skills with demonstrated capacity for sound judgment</li><li>
Ability to make informed decisions quickly and execute those decisions with confidence; ability to troubleshoot issues and provide solutions</li><li>
Committed to achieving individual performance goals set forth by leadership to ensure that the team meets or exceeds its goals</li><li>
Successfully complete all Contact Center training programs including but not limited to BVS courses, periodic quizzes, etc.</li><li>
Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.</li></ul>
Conditions of Employment:

Must be able to pass a criminal background &amp; credit check. 
FLSA Status
Non-Exempt 
SUPERVISORY RESPONSIBILITY
This position has no direct reports. 
POSITION TYPE
This is a full-time position that requires schedule flexibility to work evenings and weekends as needed. 
TRAVEL
This position may require up to 25% travel. 
OTHER
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay Range: USD $32,146.00 - USD $45,185.00 /Yr.</div>

Customer Service Specialist

First Financial Bankshares

<div>Address
We&rsquo;re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you&rsquo;re challenged, valued and empowered every day. We strive to be the best destination for the industry&rsquo;s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.
Job Description:
Office Location:
Abilene, Texas, United States
Starting Pay Rates:
$19.00 per hour - Non-Bilingual
$20.00 per hour - Bilingual (English &amp; Spanish)
This is not a remote/hybrid position.
The incumbent will be required to work on-site, in our Operations Center located in Abilene, Texas.
Saturday hours and holiday hours may be a requirement based upon your designated schedule.
Incumbent must be able to work flexible hours and/or extended hours as business requires.
COMPANY OVERVIEW:
First Financial Bank is looking for talented individuals who seek the challenge of providing first-class service to customers and prospective customers of an award-winning financial institution. First Financial Bankshares has been named among the nation&rsquo;s top performing banks in the one to five-billion-dollar category each of the last five years. We want people who find satisfaction from succeeding and growing along-side our leading community financial institution.
At First Financial, we offer the opportunity for you to grow as a Customer Service Specialist. You will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. Every interaction is an opportunity for you to use your problem solving and relationship building skills to answer customer questions. Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life We also offer the satisfaction of helping others, a productive team-based environment, supportive management and casual business attire.
SCOPE/RESPONSIBILITIES:<ul><li>
As a First Financial Customer Service Specialist, you will be responsible for supporting all products and services in our retail and commercial lines of business via inbound and outbound customer service calls concerning:<ul><li>
Bank operations</li><li>
Bank Regulations</li><li>
Transaction processing</li><li>
Electronic services</li><li>
Marketing</li><li>
Promotional activities</li><li>
Online banking and mobile banking issues</li><li>
And other inquiries as required by business objectives</li></ul></li><li>
Handle and carefully respond to all customer inquiries. 100-200 calls daily.</li><li>
Provide excellent customer service through active listening</li><li>
Meet and exceed service goals with the proven ability to build and advance customer relationships</li><li>
Work with confidential customer information and treat it sensitively</li><li>
Appropriately communicate with customers</li><li>
Aim to resolve issues on the first call by being proactive in your customer service approach</li><li>
This position requires the candidate be on the phone approximately 90% of scheduled time and possess the ability to adhere to pre-defined activity schedules.
</li><li>Additional responsibilities include:<ul><li>
Identifying customer needs and suggesting appropriate products and services;</li><li>
Utilizing technology to support and troubleshoot online services, gathering information, and tracking customer interactions;</li><li>
Actively participating in the Customer Service First sales and service culture, supporting the values of the organization, and follow established bank policies and procedures.</li></ul></li></ul>
ESSENTIAL FUNCTIONS:<ul><li>
Most important to this position is promptly answering incoming phone calls, courtesy to customers, accurately identifying customer&rsquo;s needs, and transferring calls accurately.</li><li>
Uses the Bank phone equipment as well as multiple systems at the same time</li><li>
Actively participates in the sales and service culture, support the values of the organization and follow established bank policies and procedures.</li></ul>
MINIMUM QUALIFICATIONS:
We are looking for individuals who will provide professional, reliable and prompt service to our customers. The ideal candidate will have a minimum of:<ul><li>
Two years of consistent customer service experience, preferably in financial services,<ul><li>
Six months of Call Center experience is desirable.</li></ul></li><li>
Candidate must have a High School diploma or GED.</li><li>
Excellent written / verbal communication and customer service skills, proficiency in Windows based applications as well as internet browsers, mobile devices, basic computer hardware</li><li>
Ability to meet training standards is also required and availability to work various shifts including evenings and weekends.</li></ul>
The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor&rsquo;s legal duty to furnish information. 41 CFR 60-1.35(c)</div>

Call Center CSR III - Customer Service Specialist

TDS Telecom

<div>Overview:
<div>
At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?</div><div></div><div> 
As a Senior-CCO Support, you must be fully versed in all contact center specialties of Inbound Sales, Multi-Channel Sales, Consumer Specialists, Retail, Alternate Channel Operations, and Financial Services. Additionally, based on business line &ndash; you may be required to support the field, OOT, and CLEC operations. You will be scheduled to be in Aspect taking calls from the front-line teams mentioned above, along with assisting with potential call overflow. You will also answer questions from our chat room, our email boxes, and monitor social media other teams as needed. You are the first point of contact taking customer-escalated calls when frontline Customer Care and Service Reps need assistance with getting Supervisors involved as necessary and are also the first point of contact when working with Regulatory in responding to PSC Complaints as they occur. Your primary role as a senior is to be the first point of contact for all frontline teams. You will assist with questions, provide guidance and support, explain processes, procedures, assist in trouble shooting and thinking of &quot;out of box&rdquo; solutions for all customer issues. To be successful in this role, you must have an extremely high level of knowledge of all supporting systems, based on the line of business you serve.</div><div></div><div> 
Work Location: Remote</div><div>
Work Schedule: 1pm-10pm CST Monday through Friday with rotating Saturdays</div>
Responsibilities:
<ul><li>Assists current employees with product, order and technical issues and as first point of contact for questions. Seniors offer ideas/solutions and coaches to solve customer issues. Explains process and procedures.
</li><li>Handles first level escalations, special needs customers, pass high level escalations on to next level support or Supervisor, as necessary. Follow escalations through to resolution and provide final follow-up to customer. Gathers information and work with Regulatory on all PSC Complaint responses.</li><li>
Supplements formal HR training with initial and continuous on-the-job training to agents.</li><li>
Monitors internal problem orders/customers by working with other departments within the company to follow up and ensure progress is being made to resolve issues.</li><li>
Identifies and reports to Supervisors any emerging trends or gaps in training, communication, and team needs. Identify key process changes and implement solutions</li><li>
Monitors and replies to social media and customer email boxes.</li></ul>
Qualifications:
<div>
Required Qualifications</div><ul><li>
1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services.</li><li>
6+ months of experience in a CRM.</li><li>
6+ months of experience in handling escalated situations.</li><li>
Must follow the TDS attendance guidelines in order to meet TDS&rsquo;s business needs including but not limited to our obligations to our customers and to our customers&rsquo; needs.</li><li>
Ability to travel as business needs dictate.</li></ul><div>
Other Qualifications</div><ul><li>
Experience working with escalated customer issues and problem resolution.</li><li>
Understanding of the telecommunication and/or cable industry.</li><li>
Understanding of telecommunication and/or cable products and services.</li><li>
Excellent interpersonal communication skills (i.e., verbal, written, listening).</li><li>
High-level sales skills support.</li><li>
Problem solving skills (i.e. customer complaints, business office issues).</li><li>
Customer focused problem-solving skills.</li><li>
Ability to work 1st/2nd Shift hours</li><li>
Ability to work overtime, per needs of the business.</li></ul><div>
Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what&rsquo;s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!</div><div></div><div> 
Benefits</div><div>
We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!</div><div></div><div> 
Associates scheduled to work 20 or more hours per week have access to:</div><ul><li>
Medical Coverage</li><li>
Dental Coverage</li><li>
Vision Coverage</li><li>
Life Insurance</li><li>
401(k) Plan</li><li>
Generous Vacation &amp; Paid Sick Leave</li><li>
Seven Paid National Holidays &amp; One Floating Holiday</li><li>
Paid Parental Leave (6 weeks after 12 months of employment)</li><li>
Adoption &amp; Surrogacy Assistance</li><li>
Employee Assistance &amp; Wellness Programs</li></ul><div>
Associates working 30 or more hours per week additionally have access to:</div><ul><li>
Short-Term &amp; Long-Term Disability</li><li>
TDS Service Discounts</li><li>
Education Assistance</li><li>
Paid Volunteer Time</li></ul>
In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.<div></div><div> 
Who is TDS Telecom?</div><div>
TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!</div><div></div><div> 
At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.</div><div></div><div> 
Pay Transparency</div><div>
The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.</div> 
<div></div>
Pay Range (Hr./Yr.): $21.36/Hr. - $32.04/Hr.</div>

Senior-CCO Support

اورنچ مصر

<div><h4 class="jobSectionHeader">About the job Representative, Call Center - Enterprise</h4>
<div>Purpose of the job

Handle all the inquiries, requests and complaints of the customers which are received via inbound/outbound calls of the call center. handle the received calls within the quality standards of the company to maintain company image, and to up-sell the products and services to maximize revenues.

Duties and responsibilities

<ul><li>Handle all incoming/outgoing calls of the call center.</li></ul>
<ul><li>Provide follow up, occasional campaigns and call backs blended with normal inbound calls.</li></ul>
<ul><li>Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.</li></ul>
<ul><li>Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and etc.)</li></ul>
<ul><li>Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound &amp; Save Initiativesetc).</li></ul>
<ul><li>Communicate with other departments all relevant customer inquiries if applicable.</li></ul>
<ul><li>Achieve the requested staffed time on a daily basis to minimize lost call rate.</li></ul>
<ul><li>Provide proper information to customers with complete and comprehensive understanding of Mobinil products and services.
</li></ul><ul><li>Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.</li></ul>
<ul><li>Respect and apply company vision, mission and values.</li></ul>
<ul><li>Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.</li></ul>
<ul><li>Use available methods and tools to develop own skills.</li></ul>
<ul><li>Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings. etc).</li></ul>
<ul><li>Keep up-to-date with all the services and products provided by Mobinil.</li></ul>
<ul><li>Resolve all customer complaints, requests and inquiries within the pre-determined SLAs.</li><li>
Escalate problems, report suspected fraud and provides relevant feedback to the right channels.</li></ul>

Job specification

Education

<ul><li>Bachelor's degree from a recognized university</li></ul>

Experience

<ul><li>0-2 year of experience in the same function.</li></ul>

Skills and abilities

<ul><li>Very good English both spoken and written.</li><li>
Very good computer skills.</li><li>
Strong communication, listening &amp; interpersonal skills.</li><li>
High sense of time management.</li><li>
Strong Customer Orientation.</li><li>
Flexibility &amp; ability to work in a team.</li>
<li>Self-confident with professional behavior &amp; attitude.</li></ul></div></div>

Representative, Call Center - Enterprise

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