Centah Inc.

Customer Service Representative

Centah Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Salary

💰 $15 per hour

Job Level

Junior

About the role

  • This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks (minimum) of in-office onboarding/training.
  • 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.
  • We are looking for an enthusiastic and self-motivated Customer Service Representative to join our team.
  • Work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information.
  • Treat 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.
  • 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 3 minutes per call while resolving customer issues.
  • Call Conversion Ratio: Require a 70%+ lead to call ratio.
  • Disposition Calls Processed: Demand proof of handling 100+ calls per shift with accurate disposition coding and in a timely manner.
  • Attendance: Require a 99%+ attendance record over 6+ months, with little to no unexcused absences.
  • QA Score: Must consistently achieve 95%+ quality assurance scores on call evaluations monthly.
  • Average Hold Time: Must have maintained average hold times of less than 30 seconds per call, this is a high call volume environment.
  • Calls Handled per Hour: Demand experience processing 15+ 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.