Call center agent Jobs in Charlotte, NC

Job Description

Job Description

Salary :

JOB TITLE : Customer Service Agent / Call Center Representative - Charlotte, NC

DEPARTMENT : Operations

SUPERVISOR : Managed Services Division Manager

SUMMARY :

The Customer Service Agent / Call Center Representative develops, coordinates, and implements scopes of work for assigned client programs. This position is responsible for understanding and adhering to program requirements and exceeds customer expectations through efficient communication, time management, and program knowledge. The Customer Service Agent / Call Center Representative exemplifies superior quality control via thorough contractor and vendor communication along with continuous monitoring of profitability levels.

This position must conform to all corporate policies and procedures and uphold ethical standards. This position will embody Lightserve's core values, exemplifying them with the utmost integrity. Employee will represent Lightserve and their department with the highest regard in both external and internal communications, ensuring a standard of excellence in all interactions.

DUTIES AND RESPONSIBILITIES :

• Provides exceptional customer service by being reliable, responsive, and efficient.
• Communicates in a professional manner with vendors and customers in a high-call volume environment.
• Ensures client documents including client profile manuals are complete, current, and stored appropriately.
• Identifies resources needed to implement a work order with a timely and cost-efficient approach.
• Creates and executes work orders with appropriate revisions to meet changing needs and requirements.
• Manages daily workflow and enforces service quality while adhering to the companys standard operation procedures.
• Works proficiently within ARC; maintaining proper job notes for effective inter-departmental communication.
• Assists in continuous development and maintenance of a high quality, cost-effective contractor network.
• Possesses a clear understanding of the client program, pricing model, and billing procedures.
• Additional job duties / responsibilities as assigned by management.

QUALIFICATIONS AND SKILLS :

Required Qualifications :

Preferred Qualifications :

COMPANY BENEFITS :

Company paid medical and dental premiums for employees on our base plan.

Current hybrid work schedule after successful on-boarding period - (3) days in office and (2) days remote.

WORK ENVIRONMENT :

AA / EOE. Women, Minorities, Veterans, and Disabled People Encouraged to Apply

This position is subject to a pre-employment drug screen. Lightserve Corporation is a drug-free workplace and an E-Verify employer. The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may by required from day-to-day.