Customer Service Representative (Work from Home/Hybrid) Job at Financeit, United States

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  • Financeit
  • United States

Job Description

**This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks (minimum) of in-office onboarding/training.**

Who is Centah?

Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North Americas largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centahs industry?leading platform is a full?service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centahs Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.

About the role:

We are looking for an enthusiastic and self?motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.

Responsibilities:


  • Answer incoming calls and respond to customers requests
  • Ability to work in a fast paced environment.
  • Book appointments for members with a high degree of data accuracy
  • Maintain excellent written and verbal communication skills on a consistent basis
  • Identify and elevate issues to supervisors
  • Responsible for adapting to fast changing guidelines with customers
  • Informs clients by explaining procedures; answering questions; providing information
  • Maintains and improves quality results by adhering to standards and guidelines


General Requirements:
  • High school graduate or G.E.D.
  • Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
  • Excellent oral and written communication skills
  • Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
  • Ability to type at least 25 words per minute is preferred
  • Experience in providing exceptional customer service and maintaining established quality requirements
  • Must be able to pass a background check


Performance Requirements (MUST READ):
  • Average Talk Time: Less than 4 minutes per call while resolving customer issues.
  • Call Conversion Ratio: Require a 60%+ lead to call ratio.
  • Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
  • Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
  • QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
  • Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
  • Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
  • Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
  • Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.


Benefits:
  • Opportunity to continue working from home in our post?pandemic workplace
  • Retention bonus at both the 6 month and 1 year mark
  • Eligible for Medical, Dental, and Vision after 60 days of continuous employment
  • $15,000 Life Insurance (Company Paid)
  • 401K plan eligibility after 1 year of service w/company match of up to 4%
  • Paid Time Off - Earn 10 days per year after 90-day probationary period
  • Monthly Incentive Bonus Plan (up to $300)
  • Weekly/monthly gift card drawings/contests for meeting goals
  • Career learning and development programs
  • Casual dress code
  • Salary: $14.50/hour


Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Next steps:

If what you just read excites you, wed like to hear from you! Please submit your application and well contact you if you become selected for a phone interview.

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Job Tags

Hourly pay, Casual work, Work at office, Remote work, Flexible hours, Shift work,

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