Remote Sr. Call Center Representative

Remote Jobs; Norfolk (VA); Remote; USD 35,000 - 45,000; Full time

Job summary

A contact center services company is seeking experienced customer service representatives for a remote position focused on providing expert support and training new agents. Candidates should have a high school diploma and at least three years of contact center experience. The role includes engaging in quality assurance activities and directly supporting customer service calls. A reliable internet connection is required.

Qualifications

• 3+ years of contact center experience required.
• Strong customer service skills essential.
• Ability to use telephony tools and applications needed.

Responsibilities

• Provide direct customer service and support for escalated calls.
• Engage in quality assurance activities.
• Train and coach new agents.

Skills

Customer service experience

Good verbal and written communication skills

Telephony tools usage

Education

High School Diploma or equivalent

Job description

Employer Industry: Federal Contact Center Services

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Remote position available for candidates residing in the Hampton Roads area
• Supportive and collaborative work environment
• Chance to provide expert guidance and coaching to new agents
• Engage in quality assurance processes to enhance contact center performance

What to Expect (Job Responsibilities):

• Provide direct customer service, supporting escalation queues and takeovers from frustrated or disruptive callers
• Serve as an expert user for contact center tools and engage in software testing
• Support new agent training, including coaching and nesting of new personnel
• Coordinate with contact center supervisors on overall performance
• Participate in quality assurance activities in support of contact center supervisors

What is Required (Qualifications):

• High School Diploma or equivalent is required
• Minimum of 3 years of contact center experience (agent or higher)
• Customer service experience
• Ability to use telephony tools and applications
• Good verbal and written communication skills

How to Stand Out (Preferred Qualifications):

• Basic computer skills
• Ability to obtain and maintain government agency suitability requirements as a condition of employment
• A reliable, hard-wired internet connection is required

#FederalContactCenter #CustomerService #RemoteWork #CareerGrowth #QualityAssurance

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