Job Description

Job Title: Contact Center Agent

Location: Remote (Candidates must reside in Ohio, Pennsylvania, West Virginia)

Project Description
We are seeking a Contact Center Agent who will leverage call center experience, customer service skills, problem-solving, and attention to detail to deliver a positive customer experience.



Key Responsibilities

• Answer inbound phone calls, chats, and/or emails.
• Conduct outreach phone calls and/or emails.
• Provide exceptional customer service to resolve inquiries.
• Follow scripted call flows and guidelines.
• Research and review customer issues using multiple systems.
• Communicate findings and outcomes clearly to customers.
• Escalate complex issues as needed.
• Accurately document call details and outcomes in call logs.
• Identify potential risks and trends and alert management.
• Transition quickly between multiple tasks as needed.
• Maintain professionalism and a positive demeanor at all times.
• Perform other duties as assigned.

Basic Qualifications

• Minimum 2 years of customer service experience.
• At least 1 year of call center environment experience.
• Minimum 6 months of experience in Utilities or Health & Public Services.
• High School Diploma or GED required.
• Proficiency in computer usage, including email (Outlook) and online tools.
• Strong data entry skills with high accuracy.
• Excellent listening, verbal, and written communication skills.
• Experience with Microsoft Office (Excel, Word, Outlook, and Teams).
• Reliable internet connection to handle calls and online tasks.
• A quiet and private remote work location is mandatory.

Job Tags

Work at office

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