Job Details

This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks (minimum) of in-office onboarding/training. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office in case an in-office visit is needed or in case work from home status is ever rescinded.Who is Centah?Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America's largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah's industry-leading platform is a full-service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centah's Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.About the role:We are looking for an enthusiastic and self-motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.Responsibilities:Answer incoming calls and respond to customer's requestsAbility to work in a fast paced environment.Book appointments for members with a high degree of data accuracyMaintain excellent written and verbal communication skills on a consistent basisIdentify and elevate issues to supervisorsResponsible for adapting to fast changing guidelines with customersInforms clients by explaining procedures; answering questions; providing informationMaintains and improves quality results by adhering to standards and guidelinesGeneral Requirements:High school graduate or G.E.D.Minimum of one year experience in an inbound/outbound call center or retail environment is preferredExcellent oral and written communication skillsAbility to multitask in speaking on the phone, using the computer and keyboard simultaneouslyAbility to type at least 25 words per minute is preferredExperience in providing exceptional customer service and maintaining established quality requirementsMust be able to pass a background checkPerformance Requirements (**MUST READ**):Average Talk Time: Less than 4 minutes per call while resolving customer issues.Call Conversion Ratio: Require a 60%+ lead to call ratio.Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.Opportunity to continue working from home in our post-pandemic workplaceRetention bonus at both the 6 month and 1 year markEligible for Medical, Dental, and Vision after 60 days of continuous employment$15,000 Life Insurance (Company Paid)401K plan eligibility after 1 year of service w/company match of up to 4%Paid Time Off - Earn 10 days per year after 90-day probationary periodMonthly Incentive Bonus Plan (up to $300)Weekly/monthly gift card drawings/contests for meeting goalsCareer learning and development programsCasual dress codeSalary: $14.50/hourFinanceit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.Next steps:If what you just read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for a phone interview.#J-18808-Ljbffr