Call Center Agent (On-Site)

CDR Maguire Inc., a national multi-disciplinary emergency management and engineering firm, is seeking multiple Call Center Agents in preparation/response to Hurricane Milton.

Call center agents will handle inbound and outbound calls. Responsibilities include responding to incoming calls, answering questions and inquiries, troubleshooting problems, providing information and handling complaints regarding products or services. Additionally, call center agents are responsible for making outbound calls to set appointments and gather survey data.

This is a temporary position to support efforts related to hurricane Milton recovery. Duration of the role will depend on the project's needs.

ESSENTIAL FUNCTIONS:

1. Answering phones from customers professionally and responding to customer inquiries and complaints.
2. Researching required information using available resources.
3. Handling and resolving customer complaints regarding product sales to customer service problems.
4. Providing customers with the organization’s service and information.
5. Processing forms, orders, and applications requested by the customers.
6. Identifying, escalating priority issues and reporting to the high-level management.
7. Routing inbound calls to the appropriate resources.
8. Following up complicated customer calls where required.
9. Completing call notes and call reports as necessary and updating them in the computer system.
10. Obtaining and evaluating all relevant data to handle complaints and inquiries.
11. Recording details of comments, inquiries, complaints, and actions taken.
12. Managing administration, communicating and coordinating with internal departments.

Requirements

1. Open availability (hours to be determined)
2. Experience in dealing with the public over the phone.
3. Excellent communication skills, including verbal with proper grammar.
4. Ability to work with others in a close manner.
5. Good computer and multi-tasking skills.
6. Able to react effectively and calmly in emergencies.
7. Able to maintain customer confidentiality, as needed.
8. High school diploma or equivalent.
9. Have a smart phone with the ability to download apps
10. Must submit to and pass a drug test and motor vehicle record check
11. Must submit to and pass a background check.
12. Provide Form I-9 supporting documentation that proves your identity and eligibility to work in the United States
13. Other duties which may arise that commensurate with the title and position

This is largely a stationary position and employees must be able to remain in a stationary position for prolonged periods of time (more than 50% of the time). May be required to transport more than 10+ pounds and put onto shelves

CDR Maguire is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.