Centah Inc.

Customer Service Representative

Centah Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Fort Lauderdale • Florida • United States

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Salary

💰 $15 per hour

Job Level

Junior

About the role

  • Answer incoming calls and respond to customer’s requests
  • 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 escalate 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

  • 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
  • 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
  • Retention bonus at both the 6 month and 1 year mark
  • 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
  • Monthly Incentive Bonus Plan (up to $300)
  • Weekly/monthly gift card drawings/contests for meeting goals
  • Career learning and development programs
  • Casual dress code
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data accuracytypingcall processingCRM updatescall conversion ratioquality assurancedisposition codingmultitaskingcustomer servicecall handling
Soft Skills
communicationadaptabilityproblem-solvingattention to detailtime managementinterpersonal skillsorganizational skillsteamworkcustomer focusresilience
Certifications
High school diplomaG.E.D.