Call Center Agent

Position Title: Omni Channel Support Agent (Call Center Agent)

Department: Operations

Reports To: Team Lead

Work Location: On-site

Shift: Rotational

Position Type: Full-Time

Position Summary:

The Call Center Omni Support Agent - Level 1 will provide first-level support across multiple communication channels, including phone, email, and chat. The ideal candidate has excellent communication skills, a strong background in customer service, and the ability to multitask effectively in a fast-paced environment. The Call Center Omni Support Agent - Level 1s primary responsibility will be to assist customers with inquiries, product information, basic troubleshooting, and issue resolution.

Essential Duties and Responsibilities:

The essential duties of the position include the following, and other duties may be assigned:

• Provide Multi-Channel Support: Address customer inquiries via phone, email, and chat, ensuring a consistent and high-quality service experience across all platforms.
• Resolve Level 1 Issues: Offer initial support for product questions, account assistance and basic troubleshooting, escalating as needed.
• Customer Interaction: Deliver accurate, friendly, and timely responses to customer inquiries, maintaining a professional demeanor and upholding quality service standards.
• Documentation and Reporting: Log customer interactions and resolutions accurately in the CRM system, ensuring data accuracy for future reference.
• Troubleshooting Assistance: Guide customers through simple troubleshooting steps for product and service issues, ensuring clarity and satisfaction.
• Escalate Complex Issues: Identify issues that require advanced support, escalating them to the appropriate team or Level 2 agents with detailed notes and context.
• Collaborate with Team Members: Work with peers and supervisors to resolve ongoing issues and provide feedback to improve processes and customer satisfaction.
• Stay Informed on Product Updates: Keep current on product knowledge, policy updates, and any procedural changes to provide accurate support.

Supervisory Responsibilities:

None

Qualifications:

Required:

• Experience: Minimum of 1 year of experience in a call center preferred, customer service, or similar role; experience in a multi-channel support environment is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to engage professionally across all channels.
• Problem-Solving Skills: Ability to handle common customer issues and follow troubleshooting processes with attention to detail.
• Technical Skills: Familiarity with CRM systems and basic troubleshooting of technical issues; experience with omni-channel software is an advantage. Ability to multitask and navigate tools and software easily.
• Team Player: Willingness to work with a team to resolve complex issues and share best practices.
• Flexibility: Willing to work in a rotational shift environment for shifts/holidays/weekends.
• Education: High school diploma or equivalent; additional certifications in customer service or technical support are a plus.
• Excellent verbal and written communication skills in English.
• Average to excellent ability in written communication regarding spelling, grammar, and clarity.
• Ability to pass a background clearance (e.g. no financially- related felony or misdemeanor).

Preferred:

• Prior experience working with US clients.
• Knowledge of CRM, Virtual Desktop application navigation, and Microsoft Office Suite (e.g. Excel, etc.)
• International call center experience of 1+ years is a plus.
• Bilingual to include French and Spanish.

Language Ability:

Excellent verbal and written communication skills in English, with a strong focus on clarity, spelling, and grammar. Ability to engage professionally and empathetically with customers across phone, email, and chat channels.

Math Ability:

Math skills to assist with account inquiries, data interpretation, and scheduling. Competence in understanding and applying numerical information related to customer accounts and service metrics.

Reasoning Ability:

Strong problem-solving skills to address common customer issues and troubleshoot effectively. Capacity to analyze situations and escalate complex problems to appropriate teams with detailed context.

Computer Skills:

Proficiency in using CRM systems to log interactions and manage customer data. Familiarity with Microsoft Office Suite (particularly Excel) and the ability to quickly navigate virtual desktop applications and omni-channel software. Capability to multitask efficiently while managing various tools and communication platforms.

Certificates and Licenses:

None

Travel:

This position does not require travel.

Work Environment:

We pride ourselves on providing a supportive and inclusive work environment. Our office is designed for comfort and productivity, featuring a climate-controlled space that allows you to focus on delivering exceptional service. While performing the essential functions of your role, you can expect to engage in a dynamic atmosphere that encourages collaboration and innovation. We are committed to making reasonable accommodations to enable individuals with disabilities to thrive in their positions. In addition to a fantastic work environment, we offer a comprehensive benefits package and opportunities for professional growth.

ISM and Privacy Statement:

• Privacy Integration in Daily Operations: All employees handling personal data must understand and integrate privacy practices into their daily tasks, ensuring data protection is a top priority.
• Role-Specific Compliance: Depending on the role, responsibilities may include managing customer data securely, ensuring the privacy of proprietary company data, or safeguarding employee information.