Call Center Representative/Customer Service

Do you take pride in building strong, positive relationships?
Are you looking for What's Next in your career
...
Check out Kelly Education's Call Center Representative position today!

The Call Center Representative is an entry level professional position responsible for achieving the fulfillment objectives for Kelly Education. This is achieved by providing service to both customer and talent.
• Customer related services include taking and filling orders, managing talent relations issues, managing the order life cycle, and resolving any problems that arise regarding assignments within the scheduling tool.
• Talent-related services include placing talent in open positions, completing check ins upon activation, and addressing general questions.

Essential Functions

Order Fulfillment
• Proactively contact talent for open positions for each customer to meet customers’ expectations.
• Make necessary modifications in the scheduling tool to keep customers updated on status of orders.
• Build and maintain relationships with customer contacts and talent within a designated region.
• Document order requirements and fulfillment activity in front office systems.
• Analyze appropriate data (i.e., turnover, absenteeism, etc.) for sub pools for each assigned customer.
• Make recommendations to manager and partner with appropriate departments to plan and execute strategy to ensure adequate sub pool for each customer.
• Escalate and communicate major changes in customer needs and appropriate sub pool to manager and appropriate departments.
• Reach out to all newly activated talent to address questions and ensure they begin accepting assignments.

Talent Care and Customer Service
• Serve as a main point of contact for talent questions and concerns.
• Field incoming calls and emails and distribute to appropriate department and/or resolve questions, concerns, or issues.
• Solicit, provide and resolve customer and talent feedback to improve service.
• Build rapport with customers and talent by ensuring the overall experience is positive.
• Maintain thorough understanding and knowledge of team and customer- specific policies and procedures.
• Document and maintain accurate talent records.
• Resolve issues to ensure talent are paid correctly and on time.

Requirements
• High School Diploma or equivalent required; Bachelor's degree preferred
• Customer Service or Education related experience preferred
• Ability to communicate effectively and professionally, both verbal and written
• Ability to accomplish numerous detail-oriented tasks simultaneously
• Strong customer focus with a team-oriented attitude
• Technical proficiency (i.e., computer skills)

Competencies
• Employee relationship focus – Develop strong personal and professional relationships and advocate across the organization.
• Collaboration – Works well across geographic boundaries in a matrixed environment to get things done.
• Credibility – Is consistent in words and behaviors, is believable, dependable, and worthy of peoples trust and confidence.
• Judgement and Decision-making – Apply knowledge/experience to complex issues; defines strategic issues despite ambiguity; uses critical information to make decisions; makes timely, touch decisions.
• Communication – Communicate with clarity and impact, written and verbal communication are to the point and have desired impact.
• Agile – Ability to flex and adapt quickly to changes both externally and internally.
• Growth mindset – Seek opportunities outside your comfort zone and learn new skills to enhance current strengths and discover new ones.
• Innovative – Take intelligent risks and bring ideas forward, collaborating with colleagues to help shape Kelly’s future.
• Independent thinker – Self -confident and independent. Isn’t constrained by looking to others for their opinions or direction.

The most successful call center representatives are those that have this experience:
• 3+ years’ experience in a call center, retail, switchboard, administrative and/or customer service. (Preferred but not required)
• Additional examples of relevant experience include: sales associate, customer service representative, retail workers, waiters/waitresses, college graduates, etc.

This description reflects assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Job duties may be reviewed upon request for disability related accommodation.

Job Types: Full-time, Contract, Temporary

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:
• Dental insurance
• Health insurance
• Vision insurance

Shift:
• 8 hour shift
• Day shift

Education:
• Associate (Required)

Experience:
• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:
• Spanish (Preferred)

Work Location: Remote

Apply Job!