Customer Service Representative (Work from Home/Hybrid)

Summary: Centah Inc. is a lead and workflow management company that supports major home improvement businesses. They are seeking an enthusiastic Customer Service Representative to provide excellent customer support while maintaining high standards of communication and data accuracy in a fast-paced environment. Responsibilities: - 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 Required Qualifications: - High school graduate or G.E.D - Excellent oral and written communication skills - Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously - 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 Preferred Qualifications: - Minimum of one year experience in an inbound/outbound call center or retail environment is preferred - Ability to type at least 25 words per minute is preferred Required Skills: Inbound call center experience, Outbound call center experience, Customer service, Multitasking, Typing, CRM usage, Call disposition coding, Call handling, Courtesy 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