Call Center Agent

Ursus; Santa Clara (CA); On-site; USD 40,000 - 43,000; Part time

Job summary

Ursus in Santa Clara, CA is seeking a Call Center Agent to handle high-volume inbound and outbound inquiries via phone, email, and chat for a 7-month contract. The role requires strong communication, problem-solving, and confidentiality in a fast-paced environment.

We expect at least 3 years of experience, a high school diploma, and proficiency with CRM systems. Competitive hourly pay ranges and opportunities to collaborate with cross-functional teams are included.

Qualifications

• Minimum 3 years of experience in a call center or customer support role.
• Excellent verbal and written communication skills.
• Ability to handle confidential information with discretion.
• High school diploma or equivalent.
• Strong time management and organizational skills.
• Able to work in a fast-paced environment.
• Flexible with schedule changes, OT and work assignments.
• Proficient with CRM software and ticketing systems.

Responsibilities

• Answering worldwide incoming calls, supporting customers and vendors, addressing inquiries and concerns, and providing information about products and services.
• Make outbound calls as needed for follow-up support.
• Document and track customer interactions in the system, ensuring accuracy and up-to-date information.
• Resolve customer complaints or issues by identifying the problem and providing solutions.
• Escalate unresolved issues to higher-level support or management when necessary.
• Meet or exceed performance metrics such as call handling time and customer satisfaction.
• Provide product and service information, explain processes or policies, and guide customers through troubleshooting steps.
• Handle sensitive or confidential customer information with care, adhering to privacy policies.
• Collaborate with team members and supervisor to improve customer service processes.
• Maintain a calm and professional attitude in high-volume situations.
• Support an influx of customer emails for various programs by responding or rerouting.
• Continue training with internal sales teams for product updates and support tools.

Skills

Verbal communication

Written communication

Attendance

Discretion

Time management

Team collaboration

Problem solving

CRM software

Education

High School Diploma or Equivalent

Tools

CRM software

Computer systems

Job description

JOB TITLE: Call Center Agent

LOCATION: Santa Clara, CA

DURATION: 7 Months

PAY RANGE: $29 - $31/hr.

COMPANY: Our client is a global leader in AI and high-performance computing, powering innovations in gaming, robotics, and data science.

POSITION SUMMARY:

Looking for an experienced Call Center Agent to handle high-volume inbound and outbound customer inquiries via phone, email, and chat with excellent communication and problem-solving skills.

RESPONSIBILITIES:

• Answering worldwide incoming calls, supporting customers and vendors, addressing inquiries and concerns, and providing information about products and services.
• Make outbound calls as needed for follow-up support.
• Document and track customer interactions in the system, ensuring all information is accurate and up-to-date.
• Resolve customer complaints or issues by identifying the problem and providing appropriate solutions.
• Escalate unresolved issues to higher-level support or management when necessary.
• Meet or exceed performance metrics such as call handling time, customer satisfaction, and issue resolution.
• Provide product and service information, explain processes or policies, and guide customers through troubleshooting steps if applicable.
• Handle sensitive or confidential customer information with care, adhering to privacy policies.
• Collaborate with team members and supervisor to continuously improve customer service processes.
• Maintain a calm and professional attitude in stressful or high-volume situations.
• Support an influx of customer emails for various customer programs by responding to customers or rerouting to internal support teams.
• Continue training and development with internal sales teams for product updates and support tools.

QUALIFICATIONS:

• Excellent verbal and written communication skills.
• Strong attendance record is required.
• Ability to handle confidential matters with discretion.
• 3+ years of experience.
• Minimum of a high school diploma or equivalent experience.
• Mature mindset focusing on being accountable, dependable, and culpable.
• Able to work in a fast-paced environment.
• Flexible with schedule changes, lunch changes, OT, and work assignments.
• Articulate, hard-working, and quick on your feet with the ability to present information concisely.
• Knows how to organize and prioritize work smoothly with good time management.
• Can thoughtfully work both collaboratively and independently with little supervision.
• Critical thinker with excellent problem-solving skills.
• Works well with a variety of people and partners with a positive customer service attitude
• Comfortable using computer systems, CRM software, and relevant tools to access customer data and log interactions.

BENEFITS SUMMARY:

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

IND123

BENEFITS SUMMARY:

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

FAIR CHANCE POLICY:

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.