Customer Service Representative - AM Shift

TEKsystems is a leading provider of business and technology services, and they are seeking a Customer Service Representative for their National Campaigns Unit. The role involves assisting shareholders with their voting processes during proxy season, handling inbound and outbound communications, and ensuring clarity in voting instructions.

Responsibilities:

• Agents are held to closing votes (AM shift primarily receives inbound calls and PM shift primarily places outbound calls) with shareholders
• Calls typically involve: (1) understanding how to vote online, phone or mail, (2) want to know specific items on the ballot mean -- board elections, mergers, executive compensation, (3) ask for paper copies of proxy statements, (4) update their vote
• What are companies trying to get votes on? (1) Board of Directors elections - this is to elect or re-elect board members who oversee company strategy, (2) Executive compensation - express approval or disapproval of how top executives are paid, (3) Mergers and Acquisitions - major corporate changes often require shareholder approval, (4) Proposals - include topics like environmental policies, diversity initiatives, or governance reforms, (5) Auditor Ratification - vote to approve company's choice of external auditor

Requirements:

• HS Diploma or GED required
• Minimum of 1 year of customer service in a contact center environment (i.e., schedule adherence, call metrics, QA scores, etc.)
• Minimum of 6 months of outbound call experience (MUST be within the last 24 months)
• Experience having to persuade a customer to complete a task (i.e., sale, payment, upgrade, etc.)
• Clear and professional speaking voice (working with affluent customers and need to be able to speak clearly)
• Ability to read and interpret call scripts verbatim
• Ability to use Microsoft Office products (i.e., Outlook, Teams, etc.) and utilize dual monitors/toggle between systems at the same time
• Must be able to read, speak, and take notes at the same time on a phone call
• Must be able to work in a fast-paced environment (have to be able to jump right in, learn quickly, and adapt/be flexible)
• Ability to work in a stressful environment / ability to de-escalate situations and not get flustered in these instances
• Must have the option to hard-wire into their internet
• Internet Speed: at least 100 Mbps for Download and 10 Mbps for Upload
• Experience with Genesys Cloud