Requires at minimum 3 (three) years of contract center agent experience or higher related experience. There is no educational requirement.
Summary:
Responsible for handling escalated calls, nesting new hires, processing time sensitive or high priority cases, and software testing.
Essential Functions and Responsibilities:
Senior Representatives handle escalated queues and overflow calls when demand exceeds resources. They will provide service recovery to dissatisfied callers, de-escalated aggravated callers when warranted. Supervisors will handle frequent or disruptive callers in the Veterans First Queue. Supervisors are responsible for providing training to agents, nesting new hires, coaching new and existing agents, and advising supervisors on team performance. In addition, they will enter exceptions for agents in WFM software, with supervisor approval. They are also responsible for User Acceptance Testing for software releases, troubleshooting agent technology issues, and participating in call calibration activities. As needed, they will approve urgent, time sensitive, and high priority cases.
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Ability to Commute:
- Salt Lake City, UT (Preferred)
Ability to Relocate:
- Salt Lake City, UT: Relocate before starting work (Required)
Work Location: In person