Vimly is looking to hire multiple Call Center Representatives to answer customer calls, provide information, and resolve issues. The Call Center Representative will also be responsible for guiding customers through troubleshooting, de-escalating situations and updating customer accounts.
The ideal candidate will be comfortable answering 30-50 inbound calls a day and will need to be technically capable as they will be operating multiple programs on a dual monitor set up.
This role is Part-time, to ensure proper coverage, the shift options will be either 8:30am-1pm PST or 12:30pm to 5:00pm PST with a 30-min lunch.
Job Responsibilities
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Greet customers warmly and determine reason for calling
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Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations
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Provide customers with general service information
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Handle customer inquiries both telephone and by email
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Research required information using available resources
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Be able to maintain confidentiality with shared information
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Capable of handling issues and complaints and providing solution to the customers
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Identify and escalate priority issues
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Update existing customer information in database systems
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Route calls to appropriate resource if issue cannot be resolved at call center
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Follow up customer calls where necessary
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Document all call information in call logs
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Utilize computer technology to handle high call volumes
What Will Help You Excel
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Alignment with Vimly’s core values, fundamentals and strategic goals
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Excellent verbal and written communication skills
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Excellent interpersonal and active listening skills
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Problem analysis and problem solving
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Customer service orientation
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Organizational skills
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Attention to detail
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Ability to use good judgment
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Adaptability
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Team work
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Stress tolerance
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Resilience
Qualifications
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High school education or equivalent
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1-2 years of experience in a call center or customer service environment handling high volume of calls
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3-5 years customer service experience
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Employee benefits experience preferred (enrollment, eligibility, claims processing, billing)
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Proficient in Microsoft Office Suite required
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Data entry and typing skills required
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Fluency in more than one language (bilingual) is a plus
What We Offer
Pay rate: $20.50/hour - $23.00/hour. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.
This role is part-time and does not meet eligibility requirements for Vimly's medical, dental, vision, life insurance, 401k and supplementary benefit options.
For part-time positions, we offer:
- Sick time based on State or local requirements
- Volunteer time off