Customer Service Representative (Work from Home/Hybrid)

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.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 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 guidelinesRequirementsGeneral Requirements:• 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 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.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

• Salary: $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.