[Remote] Contact Center

Note: The job is a remote job and is open to candidates in USA. Brandt Information Services is a leading provider of technology and marketing services for state wildlife and parks agencies. The Contact Center Agent serves as the first point of contact for customers seeking assistance with outdoor recreational activities, responsible for answering calls, providing support, and ensuring a high-quality customer experience.

Responsibilities

• Meet or exceed department / team defined metrics and targets
• Attend regular coaching sessions with Assistant Manager, receive and act upon performance-related feedback timely
• Accept inbound phone calls from customers seeking assistance with outdoor recreational activities and related services
• Provide callers with application/website support and basic troubleshooting support
• Answer basic inquiries about regulations while navigating internal knowledge base articles and the state wildlife agency website
• Processing sales for customers, following client specific issuance requirements and procedures
• Handle escalated customer service situations or calls from customers, agents, and staff
• Accurately document all interactions according to the standard operating procedure
• Utilize all available resources with focus on first-call resolution
• Provide basic hardware and application troubleshooting including internet connectivity, site access, user account management, password resets, technical site issues, and more - for external agent support
• If multi-lingual, assist with calls and customer support when requested
• Staff I and higher levels may assist in mentoring or training support to new hires and/or other Contact Center agents on call-handling skills
• Other responsibilities as assigned by the Contact Center Assistant Manager

Skills

• Must be US Citizen or Green Card holder
• 100% Remote - Must reside in the US full time
• Strong customer service and communication skills (verbal and written); able to maintain a positive and professional tone with customers
• Ability to follow departmental processes and procedures with occasional guidance
• Ability to meet (or exceed) all department / team defined metrics and targets, after probationary period
• Basic technical troubleshooting skills and proficiency with common software applications (e.g., browsers, office tools)
• Basic understanding of product lines and services contributes to at least one large campaign
• Demonstrates accountability by meeting deadlines and consistently following through on commitments
• Willingness to learn, adapt to feedback, cross train on additional campaigns, and embrace self-development opportunities
• All applicants are required to take a skills assessment test
• Must demonstrate the ability to pass a thorough background check as required by state agency clients, which may include a fingerprint background check for certain projects
• Experience in customer service and/or call center preferred but not required

Company Overview