GTW - Call Center Representative

Insight Global; Gilbert (AZ); Hybrid; USD 20,664,000 - 30,307,000; Full time

Job summary

Insight Global is seeking a Call Center Representative in the Mesa/Gilbert area. The role starts onsite for the first 1–3 weeks for training, then transitions to remote work.

You will handle inbound calls, researching accounts to resolve issues and expediting to supervisors when needed. The position requires at least 3 years of call center experience, experience with an ACD system, and familiarity with ServiceNow for ticketing and documentation.

Qualifications

• Minimum 3 years of call center experience.
• Experience with an ACD system (Automatic Call Distribution).
• Experience with ServiceNow ticketing or similar for documentation/escalation.

Responsibilities

• Handle inbound calls (40–65 per day) and research accounts to resolve issues.
• Escalate to supervisors/leads/managers when needed and document interactions.
• Move to remote work after 1–3 weeks of onsite training; maintain a 40-hour week.

Skills

Call center experience

ACD System

Documentation

Tools

ServiceNow

Job description

Job Description

Insight Global is seeking a Call Center Representatives in the Mesa/Gilbert area. This role would be onsite for first 1-3 weeks for training purposes then remote afterwards. The role is primarily inbound calls with about 40-65 call on average a day. Calls are typically on the longer side of 20-30 minutes, researching the accounts to help resolve problems or expedite to supervisors, leads or manager if needed. There are some online services requests and outbound calls if additional questions.

Any candidates considered must be able to commit to a 40 Hour Work week expectation - 10 Hour shifts, 4 Days a week M-TH schedule.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Required Skills & Experience

• At least 3 Years of Call center Experience
• Experience with a ACD System (Automatic Call Distribution)
• Experience with ServiceNow ticketing or similar for documentation/escalation