Remote Sr. Call Center Representative

Overview

TechOp Solutions is seeking Senior CSRs who can provide masterful guidance in a federal contact center environment. Senior agents will have exceptional customer service skills, including experience deescalating calls and managing takeover calls, as well as handling disruptive callers. They will also provide coaching support for new agents and expert feedback for contact center tools.

In Short

• Provide direct customer service, supporting escalation queues and takeovers from frustrated or disruptive callers
• Serve as expert user for contact center tools and software testing
• Support new agent training, including coaching and nesting of new personnel
• Coordinate with contact center supervisors on overall performance
• Participate in quality assurance, in support of contact center supervisors
• Other duties, as assigned

Requirements

• Exceptional customer service skills
• Experience in deescalating calls
• Ability to manage disruptive callers
• Experience in coaching and training new agents
• Familiarity with contact center tools

Benefits

• Work remotely
• Opportunity to impact new agents’ training
• Engage in quality assurance processes