Customer Service Representative

Coast Professional, Inc. is seeking a Customer Service Representative to handle incoming and outgoing calls while following specific procedures. The role involves data entry, maintaining production records, and ensuring quality standards are met.

Responsibilities:

• Handling incoming and outgoing calls with patience, tact, and courtesy
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview
• Escalates calls to supervisor when necessary and appropriate
• Tracks call-related information for auditing and reporting purposes
• Provides feedback on call issues related to downtime and/or training issues
• Contribute positively to a work environment that is flexible, adaptable, and team based
• Provide, receive, and seek feedback in a positive manner to encourage team building
• Participate in the development and attainment of team and operational goals
• Be respectful and courteous
• Maintain a positive attitude about workloads and expectations
• Prioritize workloads to ensure timeliness and quality standards are met

Requirements:

• High school diploma or GED required
• Reading and Typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Proficient in the use of Microsoft Office Products
• Ability to speak and read English clearly, professionally, and fluently
• Excellent communication skills
• Principles and practices of customer service
• Establish a good working relationship with team members and internal contacts, in order to maintain and continuously strive to improve the level of overall service being provided
• Good organizational skills and attention to detail
• Ability to comply with rules, regulations, laws, and methods as related to the position
• Work independently in the absence of immediate supervision
• Ability to handle and resolve recurring problems
• Successfully complete and pass the any client required trainings
• Must reside within 50 miles of a Coast Professional, Inc. office
• High-speed internet connection (FCC defines High-Speed Internet as 25 Mega-Bits per second (Mbps) minimum download speed and 3 Mbps upload speed)
• The ability to physically connect to your high-speed home network with an ethernet cable (network cable). Coast will provide a 5 ft. connection
• A Mobile Device for DUO Multi-Factor Login. Must be iPhone 7 running IOS 11.1 or higher or Android device running Android 9.2 or greater
• A quiet, dedicated workspace free of distractions and interruptions
• Computer equipment is provided. You must have the ability to pick up equipment within 48 hours' notice
• As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information
• 3-months or more experience in a call center or customer service environment preferred
• Previous experience with computers, phone systems, and headsets preferred
• Proficiency in languages other than English a plus