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CI20 - Contact Center Customer Service Inbound II

Company: Kelly
Location: Mcallen
Posted on: August 28, 2020

Job Description:

VIRTUAL CUSTOMER SERVICE REPRESENTATIVE - TXKelly Services has exciting WORK FROM HOME inbound CSR opportunities available. This is a temp to hire career opportunity! This position pays $13 per hour during training period, then increases to $14 per hour. Must be available all days of the week during the hours of 7am-7pm.

Basic Purpose and Scope:

The Customer Service Representative is responsible for going the extra mile to provide a Customer centric experience, providing critical logistics assistance efficiently and accurately, and building trust in order to gain long term loyalty. The CSR can expect to receive 10-12 incoming calls per hour / 50 - 60 calls per day; with an average handle time of 5 minutes per call.

Essential Functions:

  • Answer calls from customers to schedule, modify, and/or cancel reservations as requested with the highest degree of accuracy.

  • Perform logistics troubleshooting and confirm resolution with the customer, approaching each call with a "one-call resolution" mindset.

  • Respond professionally and efficiently to customers, explain possible solutions, and ensure that customer's feel supported and valued.

  • Engage in active listening with customers, confirm or clarify information and de-escalate issues, as needed.

  • Utilize software, databases, and tools appropriately.

  • Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service.

  • Update customer record with specific details of each call.

  • Attend training and other learning opportunities to expand knowledge of company and position.

  • Actively participate and engage in frequent coaching and feedback opportunities in order to maximize individual performance and growth potential.

  • Adhere to all company policies and procedures.

  • Perform other duties as required.


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Required Equipment:

    Desktop or Laptop (Tablets, Smartphones, Chromebook, & Android systems are NOT acceptable)

    --- Operation system - Windows 7, Windows 8, and Windows 10, Mac OS 10.13+

    --- USB Headset with noise-canceling headphones

    --- Computer monitor (19" or larger) with 1280--1024 minimum resolution

    --- Anti-Virus Enabled - Windows Defender, Microsoft Essentials (Pre-installed on most Windows systems), or comparable Anti-virus program

    --- RAM - Required 4 GB (minimum)

    --- CPU - Intel Core 2 Duo or later (i.e., Core i3, i5, or i7) or comparable AMD processor (Intel Pentium or Celeron are NOT acceptable)

    --- Free Space - 20 GB (minimum)

    --- 3 available USB ports

    --- Internet - Minimum Specifications: -- Internet speed - download speed 20 MB; upload speed 10 MB -- DSL, Cable, or Fiber required (WiFi, WiMax, Satellite, dial-up, and/or Hotspots are NOT compatible)

    --- Home Router with wired Ethernet link to PC/Laptop

    Required Experience:

    • One year of contiguous Customer Service experience, high volume call center experience strongly preferred.

    • Proficiency with computers, including the ability to multitask and toggle to multiple screens simultaneously.

    • Ability to type 35 wpm or more

      Required Competencies:

      • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; conveys genuine empathy, reacts well in stressful situations, meets commitments.

      • Oral/Written Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and concerns; handles calls without sounding scripted, ability to document the call outcome in English.

      • Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

      • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions;

      • Ethics - Treats people with respect; inspires the trust of others; works with integrity and principles; upholds organizational values.

      • Use of Technology - Demonstrates ability to accurately document call information; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

      • Attendance/Punctuality - Is consistently at work and on time at beginning of each shift and from each break and meal periods, willing to work long hours and/or overtime when necessary to reach goals.

      • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan.

        Physical Demands:

        The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

        While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

        Work Environment - The work environment is home based and must be in adherence of our program requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Why Kelly--?As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About Kelly--At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

        Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.]]

Keywords: Kelly, McAllen , CI20 - Contact Center Customer Service Inbound II, Hospitality & Tourism , Mcallen, Texas

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