Customer Service Representative

Remote
Full Time
Operations
Entry Level

At Customer Contact Services (CCS), we are a growing, fast-paced contact center that provides professional telephone answering services for a wide range of clients. Our team takes pride in delivering accurate, courteous, and timely service while managing a high volume of inbound calls. We are looking for dependable, customer-focused individuals who can stay organized, follow processes, and maintain professionalism in a dynamic call center environment.

The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional, and timely manner. Primary responsibilities include following client-specific scripts, gathering and documenting caller information accurately, scheduling appointments, and ensuring messages are relayed correctly. CSRs must be able to manage back-to-back calls, adapt quickly between different client accounts, and provide consistent service in a busy call center setting.

Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.

Job Responsibilities:
  • Deliver exceptional customer service to all callers
  • Answer incoming calls in a timely manner
  • Identify caller’s needs for call resolution
  • Adhere to company scripts and procedures to ensure consistency
  • Provide customers with product and service information
  • Accurately process online reservations
  • Accurately document call information and interactions
  • Maintain knowledge base of evolving products and services
  • Identify and escalate issues to supervisors
  • Maintain Quality Assurance standards
  • Ongoing training for all CCS client programs and accounts
  • Other duties as assigned
Requirements:
  • G.E.D. or higher education level
  • One year of call center or customer service experience
  • Understanding of basic computer hardware, software, and general systems
  • Computer navigation & typing skills to manage multiple programs, platforms, and systems
  • Ability to identify, understand, and protect confidential information
  • Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
  • Excellent written communication and documentation skills
  • Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules.
  • Strong problem-solving skills and attention to detail.
Availability Requirements:
  • 20-40 hours per week
  • Available Saturday or Sunday 
Available shifts:
  • 6:00 AM - 10:00 AM CST
  • 10:30 AM - 7:00 PM CST
  • 12:30 PM - 9:00 PM CST
  • 2:30 PM - 11:00 PM CST
Equipment Requirements:
  • Keyboard - F1 - F12 keys, Page Up/Page Down
  • Two monitors
  • Webcam
  • Ability to connect to internet via an ethernet cord (WIFI not permitted)
  • Wired USB Headset 
  • Windows 11
  • 8 gigs of RAM or more (Installed Physical Memory)
  • Intel i3 or AMD Ryzen 3 CPU or better.
Benefits:
  • Work from home
  • Monthly Performance Bonus Opportunities
  • Medical insurance (full-time employees)
  • Dental, and Vision insurance (full-time employees)
  • 401k
  • Paid time off
  • Life insurance
  • Holiday incentive pay
  • Employee events and activities
  • Advancement opportunities
A two-week remote training begins Monday, June 22nd and follows the schedule of Monday - Friday 8:00 - 4:30.
 
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