Call Center Representative

Location: Cumberland Foreside, ME

(*This role is Hybrid WFH after 1 months of on-site training, will go in to office 2-3x per week and work from home the remaining days)

Schedule: Monday to Friday 7 AM EST to 3:30 PM EST

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

Thrive is seeking a Call Center Representatives to act a first point of contact for our clients. We will rely on you to actively listen to our client’s by utilizing your customer service experience and passion to meet their needs and deliver a world-class experience across every interaction you have with them. In this role you will not only be there to help customers with their issues via telephone, email and/or website inquiries, but also provide them with exceptional customer service.

Responsibilities

• Managing high volumes of inbound calls in a timely manner
• Answer incoming calls with a courteous, positive, empathetic and professional manner
• Collecting information, understanding clients concerns and accurately enter data into Thrive’s Backoffice system and appropriate route to technicians
• Communicate with customers through various channels
• Assign new support tickets to the appropriate engineering resources
• Escalate customer service concerns appropriately and efficiently as needed
• Skills in handling customer concerns in a calm and polished manner
• Consistently meets/exceeds set quality and productivity metrics
• Functions w/in a team-based environment, and actively participates in achieving team goals.

Requirements

• 1 year of call center experience or similar customer service equivalent
• Attention to detail and excellent communication skills
• Ability to handle situations with tact and professionalism
• Ability to communicate effectively, both orally and in writing
• Effective listening skills with excellent customer satisfaction skills
• Provide calm conflict resolution and problem solving for frustrated customers
• Proficient with Microsoft Office products
• Strong attention to detail
• Prior IT Service Desk Center Experience preferred
• Energy and enthusiasm to learn