Full-Time DCCA Contact Center Agent - Work From Home

Koan Risk Solutions, Inc.; Honolulu (HI); Hybrid; USD 23,000 - 28,000; Full time

Job summary

Koan Risk Solutions, Inc. in Hawaii seeks a Contact Center Agent for the DCCA group. Start pay $17.00/hour with potential promotion and raise to $20.00/hour within six months, based on performance.

Primary duties include handling inbound and outbound calls, answering questions, and resolving concerns for state residents. This role requires maintaining customer records in an internal database, providing accurate information, and referencing resources.

Qualifications

• Experience in customer service or contact center environments.
• Ability to communicate clearly and empathetically with callers.
• Strong listening skills and problem-solving abilities.

Responsibilities

• Handle inbound and outbound calls from customers seeking DCCA information.
• Provide accurate information and resolve inquiries or concerns.
• Record inquiries in the internal database and reference internal/external resources.

Skills

Customer service

Communication

Active listening

Problem solving

Tools

CRM software

Job description

Starting pay for this position is $17.00 per hour, with the opportunity for promotion and a pay increase to $20.00 per hour within six months. Promotions are based on meeting performance expectations, offering a clear path for growth and advancement.

The Contact Center Agent in our DCCA (Department of Commerce and Consumer Affairs) group takes calls from those seeking to contact the State of Hawaii DCCA, answering questions, or addressing any concerns they may have. Their duties include handling inbound and making outbound calls to and from customers, listening to customers’ needs and answering their questions or resolving their concerns.

The Contact Center Agent maintains and records incoming inquiries in an internal database and research issues via both internal and external resources. Agents are responsible for providing accurate information, quoting time-sensitive responses to queries, and appropriately referring customers to publicly available resources. Regular daily caller interactions can include private information management, research, call de-escalation, and a commitment to first-call resolution. Due to the nature of work from home call center work, emphasis will be put on Key Performance Indicators (KPIs) and adherence to all company policies including but not limited to attendance and confidentiality.

Contact Center Hours: Monday - Friday / 7:30 a.m. - 4:30 p.m.

First month of orientation and training will be in the office. This is a work from home position but some time in the office will be required for meetings with supervisors and scheduled staff trainings. Agents that do not meet their KPIs may be asked to work from the office.

DCCA Contact Center Agents cannot hold a professional license through the Hawaii DCCA and must reside in the state of Hawaii.