What are the responsibilities and job description for the Customer Service Associate I position at TalentBurst, Inc.?
Job Title Customer Service Associate I
Duration: 4 to 6 Months - Possible Extention
Location: Tempe, AZ 85281 / Hybrid
Daily Schedule: 40hrs/week
Job Description:
The ideal Client will demonstrate the ability to work independently with the utmost of professionalism, integrity, and dependability. S/he will be confident and organized and will know when and how to reach out for assistance. An Client has a bias for action and is strongly self-motivated not only to take great care of our customers, but also to proactively identify systemic issues that need to be resolved to prevent future customer concerns (Client don't pass the buck when it comes to customer issues). Finally, an Client is supremely internet savvy and has high technical aptitude when it comes to online tools and research.
Client's Candidate Connection Services: The ACCS Call Center team is looking for talented associates that are eager to support our call center helping candidates get hired by Client. ACCS Call Center associates are the key experts in getting candidates to their first day with Client, they also remove technical barriers in the hiring process, relieving local HR teams from providing applicant support, standardize candidate messaging, and collect actionable data on candidate issues. They will manage internal and external candidate referrals to ensure the best possible candidate experience at Client. Successful applicants will exhibit high levels of candidate obsession, communication skills, emotional intelligence, discernibility, organization, and most importantly drive for action.
You will be responsible for inbound contact initiatives with candidates in our call center, providing top-tier experience, and resolving complex problems which are preventing candidates from advancing to their first day at Client. You will excel in quick turnaround times, problem-solving skills, eliminating barriers, and most importantly, successfully hiring Client employees.
Schedule: 4/10's
Inbound call center. Hours of operations 5am to 5pm PST. (note these switches for daylight savings to 6am - 6pm)
Morning shift: 5am- 3:30 pm or evening shift: 6:30 am - 5pm
Front half
Sun- Wed
Sunday, they work from home. Monday-Wednesday in office
Back half
Wednesday- Saturday
Saturday, work from home and Wednesday- Friday in office
Headcount schedule breakdown:
3 – Morning Front Half
3 - Evening Front half
3 – Morning Back half
3 – Evening Back Half
Candidates should be flexible with shift schedule and may have to work nights and weekends; shifts will service hours of operation of 5am PST to 5pm PST.
Expectations for training once a worker starts and expected ramp up.
First 3 weeks would recommend mon - Friday schedule 8am- 4:30 pm onsite.
Facilitated by a week and half content and a week and half taking calls and getting guidance with hands on experience. From that week that is when learning curve starts.
It is fairly simple but there are a lot of information.
Key Job Responsibilities
Take ownership of candidate contacts ensuring that each contact is accepted and resolved with a high degree of urgency and satisfaction
Interacting with candidates over email, chat, phone, or SMS to handle escalations/referrals
Communicate effectively in both verbal/written form.
Participation in the continuous improvement of the overall hiring process
Manage and own daily tasks from start to finish
Perform administrative tasks as necessary
Story Behind the Need – Business Group & Key Projects:
What does the structure/makeup of the team currently look like?
Interact with future Client, do field (individuals who go to new hire event), interact clearing
Boomerang, rehire eligibility, prima
Typical Day in the Role:
How is time split during a typical day related to tasks? (Percentage breakdown)
Most of their days will be in productions (available to take a call or on a call)
A portion of the week may be covering quality items or performance metrics which they will be paired with area manager who will guide them on those things
On Wednesdays there will be an in-person meeting as a group to go over quality and safety tips.
Compelling Story & Candidate Value Proposition:
What makes this role stand out / what are some unique selling points?
Very small but close nit team/ Have dress up days
You are the person to help get Client
You get your own designated desk. There are some virtual activities as well.
You will be working in a startup feel as the team is still a learning and growing team.
In the new building there are large cafeteria
What Client Leadership Principles best align to this role?
Customer obsession.
Candidate Requirements:
Years of experience:
1-2 years Call center (can you engage and interact with ppl) Hospitality/ retail/ banking background.
Nice to have:
Salesforce experience, chime, slack, working within multi – systems simultaneously. Familiarity with applications tracking.
Must have:
Expertise with all Microsoft office tools.
Degree:
At least a GED
Basic Qualifications
Confidence in working with upper level management on a regular basis
Ability to communicate professionally – with maturity and self confidence
Over-achiever success in customer obsession, learning fast, problem solving, and collaboration/teamwork
Ability to successfully complete pre-employment assessment and criminal background check
Excellent computer skills; strong familiarity with Microsoft Office, email, chat, and the Internet
Ability to work flexible schedules, including weekends, evenings, and rotating schedules based on business needs
Experience in a fast paced, customer-oriented environment, such as call center operations, administrative support, customer service, retail, hospitality, staffing, recruiting, human resources or other related field
High School Diploma or equivalent
Preferred Qualifications
1 years' experience as a customer service professional (Face to face interaction and/or call center experience preferred)
Top 3 must-have hard skills
Microsoft Office Tools
Written and verbal
Communicate effectively via phone
TB_EN
Duration: 4 to 6 Months - Possible Extention
Location: Tempe, AZ 85281 / Hybrid
Daily Schedule: 40hrs/week
Job Description:
The ideal Client will demonstrate the ability to work independently with the utmost of professionalism, integrity, and dependability. S/he will be confident and organized and will know when and how to reach out for assistance. An Client has a bias for action and is strongly self-motivated not only to take great care of our customers, but also to proactively identify systemic issues that need to be resolved to prevent future customer concerns (Client don't pass the buck when it comes to customer issues). Finally, an Client is supremely internet savvy and has high technical aptitude when it comes to online tools and research.
Client's Candidate Connection Services: The ACCS Call Center team is looking for talented associates that are eager to support our call center helping candidates get hired by Client. ACCS Call Center associates are the key experts in getting candidates to their first day with Client, they also remove technical barriers in the hiring process, relieving local HR teams from providing applicant support, standardize candidate messaging, and collect actionable data on candidate issues. They will manage internal and external candidate referrals to ensure the best possible candidate experience at Client. Successful applicants will exhibit high levels of candidate obsession, communication skills, emotional intelligence, discernibility, organization, and most importantly drive for action.
You will be responsible for inbound contact initiatives with candidates in our call center, providing top-tier experience, and resolving complex problems which are preventing candidates from advancing to their first day at Client. You will excel in quick turnaround times, problem-solving skills, eliminating barriers, and most importantly, successfully hiring Client employees.
Schedule: 4/10's
Inbound call center. Hours of operations 5am to 5pm PST. (note these switches for daylight savings to 6am - 6pm)
Morning shift: 5am- 3:30 pm or evening shift: 6:30 am - 5pm
Front half
Sun- Wed
Sunday, they work from home. Monday-Wednesday in office
Back half
Wednesday- Saturday
Saturday, work from home and Wednesday- Friday in office
Headcount schedule breakdown:
3 – Morning Front Half
3 - Evening Front half
3 – Morning Back half
3 – Evening Back Half
Candidates should be flexible with shift schedule and may have to work nights and weekends; shifts will service hours of operation of 5am PST to 5pm PST.
Expectations for training once a worker starts and expected ramp up.
First 3 weeks would recommend mon - Friday schedule 8am- 4:30 pm onsite.
Facilitated by a week and half content and a week and half taking calls and getting guidance with hands on experience. From that week that is when learning curve starts.
It is fairly simple but there are a lot of information.
Key Job Responsibilities
Take ownership of candidate contacts ensuring that each contact is accepted and resolved with a high degree of urgency and satisfaction
Interacting with candidates over email, chat, phone, or SMS to handle escalations/referrals
Communicate effectively in both verbal/written form.
Participation in the continuous improvement of the overall hiring process
Manage and own daily tasks from start to finish
Perform administrative tasks as necessary
Story Behind the Need – Business Group & Key Projects:
What does the structure/makeup of the team currently look like?
Interact with future Client, do field (individuals who go to new hire event), interact clearing
Boomerang, rehire eligibility, prima
Typical Day in the Role:
How is time split during a typical day related to tasks? (Percentage breakdown)
Most of their days will be in productions (available to take a call or on a call)
A portion of the week may be covering quality items or performance metrics which they will be paired with area manager who will guide them on those things
On Wednesdays there will be an in-person meeting as a group to go over quality and safety tips.
Compelling Story & Candidate Value Proposition:
What makes this role stand out / what are some unique selling points?
Very small but close nit team/ Have dress up days
You are the person to help get Client
You get your own designated desk. There are some virtual activities as well.
You will be working in a startup feel as the team is still a learning and growing team.
In the new building there are large cafeteria
What Client Leadership Principles best align to this role?
Customer obsession.
Candidate Requirements:
Years of experience:
1-2 years Call center (can you engage and interact with ppl) Hospitality/ retail/ banking background.
Nice to have:
Salesforce experience, chime, slack, working within multi – systems simultaneously. Familiarity with applications tracking.
Must have:
Expertise with all Microsoft office tools.
Degree:
At least a GED
Basic Qualifications
Confidence in working with upper level management on a regular basis
Ability to communicate professionally – with maturity and self confidence
Over-achiever success in customer obsession, learning fast, problem solving, and collaboration/teamwork
Ability to successfully complete pre-employment assessment and criminal background check
Excellent computer skills; strong familiarity with Microsoft Office, email, chat, and the Internet
Ability to work flexible schedules, including weekends, evenings, and rotating schedules based on business needs
Experience in a fast paced, customer-oriented environment, such as call center operations, administrative support, customer service, retail, hospitality, staffing, recruiting, human resources or other related field
High School Diploma or equivalent
Preferred Qualifications
1 years' experience as a customer service professional (Face to face interaction and/or call center experience preferred)
Top 3 must-have hard skills
Microsoft Office Tools
Written and verbal
Communicate effectively via phone
TB_EN
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