DescriptionThe main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both. Job Responsibilities:
100 calls/shift
Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
Act as escalation point for clients/customers.
Approve the referral of unresolved customer grievances to designated departments for further investigation.
Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Solicit sale of new or additional services or products.
Report on call center activities to executive level management.
QualificationsMust Haves: -2+ years of call center experience
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Expert ability to work independently and manage one’s time.
Expert ability to accurately document and record customer/client information.
Expert leadership and mentoring skills necessary to provide support and constructive performance feedback.
Previous experience with computer applications, such as Microsoft Word and PowerPoint. Education/Experience:
High school diploma or GED required.
Hours:Danville, IL (Has to be local to this office) Remote/Hybrid: This will be a fully remote position except for training. This person will need to be in person for the duration of training and then fully remote after Mon-Fri 8am-4:30 PM Pay and BenefitsThe pay range for this position is $22.00 - $26.00Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a hybrid position in Danville,IL.Application DeadlineThis position will be accepting applications until Jan 28, 2025.About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
