Customer Service Representative (Work from Home/Hybrid)

Centah Inc.; Fort Lauderdale (FL); Hybrid; USD 19,000 - 22,000; Full time

Benefits offered by this job

Salary: $15.00/hour

Health insurance

Job summary

Centah Inc. in Fort Lauderdale, FL is seeking a Customer Service Representative to join our team.

This role requires a friendly, professional demeanor and the ability to work in a fast-paced environment, handling inbound and outbound calls while providing information and scheduling appointments. The position is hybrid, with 2 weeks of in-office onboarding, and employees must reside within driving distance of Fort Lauderdale for potential in-office visits.

Qualifications

• High school diploma or GED (required).
• 1+ year inbound/outbound call center or retail experience preferred.
• Excellent oral and written communication skills.
• Ability to multitask while on calls and using computer.
• Typing at least 25 words per minute preferred.
• Ability to pass a background check.
• Attendance expectations: 98%+ over 6+ months; 60%+ lead-to-call ratio; 80+ calls per shift with proper disposition; under 60s hold time.

Responsibilities

• Answer incoming calls and respond to customer's request.
• 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.
• Adapt to fast changing guidelines with customers.
• Explain procedures; answer questions; provide information to clients.
• Maintain and improve quality results by adhering to standards and guidelines.

Skills

Customer service

Call center

Communication skills

Typing speed

Multitasking

CRM updates

Education

High school diploma or GED

Job description

• This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks of in-office onboarding/training. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office in case an in-office visit is needed or in case work from home status is ever rescinded.**

• This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks of in-office onboarding/training. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office in case an in-office visit is needed or in case work from home status is ever rescinded.**

Who is Centah

Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America's largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah's 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. Centah's 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 customer's request
• 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

Requirements

• 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
• 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
• $200 Monthly Incentive Bonus Plan
• Weekly/monthly gift card drawings/contests for meeting goals
• Career learning and development programs
• Casual dress code
• Salary: $15.00/hour

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