Product Consultant
Horace Mann
Senior Call Center Representative
TechOp Solutions International
full-time
Posted on:
Origin: • 🇺🇸 United States • South Carolina, Virginia
Visit company websiteJob Level
Senior
About the role
- Provide masterful guidance in a federal contact center environment, including deescalating calls and managing takeover calls.
- Handle frustrated or disruptive callers and support escalation queues.
- Provide coaching support, training, and nesting for new agents.
- Serve as expert user for contact center tools and participate in software testing.
- Coordinate with contact center supervisors on overall performance and participate in quality assurance.
- Other duties as assigned.
Requirements
- HS diploma (or equivalent) is required.
- 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.
- Basic computer skills.
- Must be able to obtain and maintain government agency suitability requirements as a condition of employment.
- A reliable, hard-wired internet connection is required.
