Centah Inc. ยท 4 months ago
Customer Service Representative (Work from Home/Hybrid)
United States
Full-time
Remote
Entry Level
$14.50/hr - $14.50/hr
1+ years expCentah Inc. is a lead and workflow management company that powers over $3 billion in annual sales for North America's largest home improvement businesses. They are seeking an enthusiastic and self-motivated Customer Service Representative to provide exceptional support in a fast-paced environment, ensuring customer satisfaction and effective communication throughout each interaction.
Information TechnologySaaSSoftware
Responsibilities
Answer incoming calls and respond to customer's requests
Ability to work in a fast paced environment
Book appointments for members with a high degree of data accuracy
Maintain excellent written and verbal communication skills on a consistent basis
Identify and escalate issues to supervisors
Responsible for adapting to fast changing guidelines with customers
Informs clients by explaining procedures; answering questions; providing information
Maintains and improves quality results by adhering to standards and guidelines
Qualification
Required
High school graduate or G.E.D
Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
Excellent oral and written communication skills
Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
Ability to type at least 25 words per minute is preferred
Experience in providing exceptional customer service and maintaining established quality requirements
Must be able to pass a background check
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
Benefits
Opportunity to continue working from home in our post-pandemic workplace
Retention bonus at both the 6 month and 1 year mark
Eligible 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 period
Monthly Incentive Bonus Plan (up to $300)
Weekly/monthly gift card drawings/contests for meeting goals
Career learning and development programs
Casual dress code
Company
Centah Inc.
Centah Inc. is a fast growing Software as a Service (SaaS) company.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Espresso Capital
2017-12-14Acquired
2014-03-28Debt Financing
Company data provided by crunchbase