What are the responsibilities and job description for the Call Center Agent I position at TCC Solutions?
Job Details
Description
Call Center Agents answer and resolve customer inquiries via telephone and email related to the use of our child care software solution, Ascend. Agents will use a software tool to track calls and call resolution. Call Center agents interact with client users and must always keep professional etiquette in their demeaner via by voice and email responses to the client’s end users.
This role will work with end users living in Alaska and must be available to work on Alaska Standard Time business hours, or 12:00 -9:00pm EST.
This is a remote position. Agent must work from the United States.
Essential Functions:
- Answer incoming calls and respond to customer’s emails within required timeframes.
- Utilize the software used by the team to track all calls and emails. TCC currently uses Five9 software.
- Work directly with customers to resolve a variety of issues such as resetting passwords, navigating through the system application (Ascend), creating of new accounts for customers, routing calls to the right departments, and escalating difficult issues to management or Tier II Help Desk.
- Attend meetings and trainings as needed.
- Maintain a working knowledge of both TCC and client specific system documentation, as well as any SOPs
- Completes necessary reports for management review.
- Serves as a liaison between customers and TCC development support teams.
- Understand that the Agent role is to help client users in all defined client processes in a professional manner. Agents must interact with end-users with a positive and friendly manner as well as exhibit empathy in dealing with non-technical users.
- Call center agents must be fluent in both spoken and written English.
Benefits
- Competitive wages
- Health and Dental Insurance
- Professional development opportunities
- Remote work
- Collaborative and innovative work environment
Qualifications
Required Education and Experience
- Bachelor’s Degree or experience equivalency preferred
- Previous call center experience preferred
- Fluent in both spoken and written English.
Salary : $18 - $21