Call Center Agent - Global Agility Solutions

Global Agility Solutions; Louisville (KY); On-site; USD 2,066,000 - 2,617,000; Full time

Job summary

Global Agility Solutions is seeking entry level Call Center Agents to join our customer service team in Louisville. The role focuses on inbound calls, assisting customers with account management and service inquiries, while maintaining professionalism and accuracy across multiple screens.

The position requires strong communication skills, basic computer literacy, and the ability to follow policies and adapt to a fast-paced environment.

Qualifications

• Strong communication skills over the phone.
• Ability to remember and deliver information in a professional manner.
• Experience in customer service, preferably in a call center environment.
• Computer literacy is required.
• Ability to follow policies, procedures, and regulations.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.
• Ability to exercise independent judgment to identify and resolve problems.
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.
• Ability to navigate multiple computer screens while working on the phone.
• Strong analytical skills with high attention to detail and accuracy.
• Bilingual speaking proficiency in Spanish/English preferred
• High School diploma or GED

Responsibilities

• Answer incoming calls from customers.
• Resolve any program or service-related issues, ensuring complete customer satisfaction.
• Account establishment and management
• Take payments and maintain/update customer account information as requested using the back-office system (BOS) interface.
• Customer Call Handling
• Handle Disputes and Escalations as needed.
• Process payment adjustments and refund requests over the phone
• Communicate account information and program information to callers.

Skills

Strong communication

Phone etiquette

Customer service experience

Computer literacy

Policy adherence

Ability to multitask

Bilingual Spanish/English

Listening and problem solving

Education

High School diploma or GED

Job description

Position Summary

Global Agility Solutions is currently hiring entry level Call Center Agents to join our stellar customer service team to enable customer satisfaction and a positive service experience. This position entails communication skills and conversational interaction. In this position you will assist customers in an inbound call center environment with a variety of customer service and account management services.

Essential Duties And Responsibilities

• Answer incoming calls from customers.


• Resolve any program or service-related issues, ensuring complete customer satisfaction.


• Account establishment and management


• Take payments and maintain/update customer account information as requested using the back-office system (BOS) interface.


• Customer Call Handling


• Handle Disputes and Escalations as needed.


• Process payment adjustments and refund requests over the phone


• Communicate account information and program information to callers.

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Strong communication skills over the phone.


• Ability to remember and deliver information in a professional manner.


• Experience in customer service, preferably in a call center environment.


• Computer literacy is required.


• Ability to follow policies, procedures, and regulations.


• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.


• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.


• Ability to exercise independent judgment to identify and resolve problems.


• Ability to work effectively in structured but flexible, adaptable and changing, call center environment.


• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.


• Ability to navigate multiple computer screens while working on the phone.


• Strong analytical skills with high attention to detail and accuracy.


• Bilingual speaking proficiency in Spanish/English preferred


• High School diploma or GED

Physical Demands and Work Environment

• Sit for long periods of time.


• Use their hands to handle, control, or feel objects, tools, or controls.


• Repeat the same movements.


• Speak clearly so listeners can understand.


• Understand the speech of another person.


• Specific vision abilities required by the job include close vision, and the ability to adjust focus.


• The noise level in the work environment is usually minimal.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Please note, this employment offer is also contingent on a successful background check, US employment eligibility (E-Verify) verification and drug screen.