Customer Service Representative - PM Shift

TEKsystems is a leading provider of business and technology services, and they are seeking a Customer Service Representative for the PM shift. The role involves assisting companies with shareholder communications, managing voting processes, and providing customer support through inbound and outbound calls.

Responsibilities:

• This project is to support their Spring Proxy - proxy season plays a central role in helping companies manage their annual meetings and voting processes
• This typically involves helping companies communicate with shareholders about key issues that require a vote (i.e., electing board members, approving executive compensation, and other governance matters). They distribute proxy materials, collect votes (online, by mail, or phone), and record the votes securely
• They also handle the printing and mailing of proxy statements, annual reports, and voting instructions. They deliver these mailings by digital delivery or physical mail, and once the shareholder receives the communication, this can prompt them to call in to provide a vote
• Each project that is handled has an upcoming Board of Directors meeting scheduled, where they are trying to gather a certain # of votes to adjourn the items they need to vote on. These meetings can be in person, virtual, or hybrid, and Computershare helps organize and run the event by assisting with registration, vote tabulation, and post-meeting reporting
• Shareholder communications include inbound, outbound, and email responses
• Agents are held to closing votes (AM shift primarily receives inbound calls, and PM shift places outbound call primarilys) with shareholders. A lot of the questions that come are those seeking clarity or assistance with voting
• 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.) - this is not a sales job, but they need to be able to convince customers to cast their vote (customers could be irate, unprofessional, etc.)
• Clear and professional speaking voice (working with affluent customers and needing 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 (i.e., training can be fast-paced and does not slow down for agents behind, you will be calling shareholders in the evening, and they will be frustrated/angry)
• Candidates will need to have their own USB headset and 2nd monitor (if they do not have these, we cannot proceed or allow them to purchase them prior to the assignment starting)
• Must have the option to hard-wire into their internet. If they experience system issues on the assignment, this will become a requirement for them
• Internet Speed: at least 100 Mbps for Download and 10 Mbps for Upload