Teleservices Representative

Job Summary: A Teleservices Representative is responsible for providing excellent customer service and support via telephone, email, or other digital channels. This position involves managing inbound and outbound calls, providing information, resolving issues, and recording response data for a variety of clients, including businesses, colleges and universities, and other institutions.

Essential Functions

Key Responsibilities:

• Answer inbound calls and provide support by listening actively to understand customer inquiries, problems, and needs. Offer accurate, helpful, and timely information. Investigate and resolve customer inquiries, complaints, and problems efficiently and effectively.
• Conduct outbound calls to individuals and businesses for various purposes. Document call outcomes, collect and accurately record requested data, and services provided.
• Follow established call scripts and procedures to ensure consistency and quality service.
• Maintain a friendly, professional, and empathetic attitude in all customer interactions.
• Meet or exceed call center performance targets related to call volume, resolution time, and customer satisfaction.
• Maintain needed training to meet job expectations, compliance, and position competency.
• Perform other duties as assigned.

Additional Functions

Skills and Qualifications:

• Excellent Communication Skills: Strong verbal and written communication skills, including the ability to communicate clearly, are essential for effective customer interactions.
• Self-sufficient: Will have access to supervisor on an ongoing basis, via email or telephone, but must be able to judge the need for consultation with supervisor as most duties are performed with limited supervision.
• Problem-Solving Skills: Ability to identify, analyze, and resolve customer issues efficiently.
• Time Management Skills: Ability to manage multiple calls and tasks simultaneously while meeting performance goals.
• Patience and Empathy: Ability to remain calm and patient under pressure while dealing with challenging customer situations.

Scheduling and Attendance:

• Flexible, varied scheduling based on project assignment and needs; may include day, evening, overnight, and/or weekend shifts.
• Must maintain excellent attendance record.
• Must be able to pass and maintain background checks
• Must be able to pass a pre-employment drug screen

Knowledge and Skill Requirements

Education and Experience:

• High School diploma or GED required
• Previous experience in Customer Service or Call Center setting is preferred
• Experience using a computer with Microsoft Windows PC applications
• Ability to toggle between windows and perform basic troubleshooting
• Intermediate computer proficiency, including ability to use preferred Assistive Technology effectively and independently, with minimal guidance
• Experience with CRM systems or call center software is preferred

Working Conditions

• Sitting or standing at a desk
• Working at a computer
• Wearing a headset
• Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

Remote Work and Technology Requirements

Remote Workspace:

• Employees must have a dedicated, professional workspace conducive to Call Center work.

• Workspace must be free of background noise, interruptions from people or pets, and other distractions.

Technology:

• Alphapointe will provide a computer and headset for remote work.

• Employees are responsible for the care and security of all equipment provided.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.

Technical Performance and Issue Tracking:

• Management monitors all technical issues and agent downtime. Consistent availability is critical to call center operations.

• Remote employees must adhere to all technical support procedures and protocols.

• Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.