Call Center Analyst

Overview
This is a contract Call Center full time position for a Call Center Analyst. This person will manage a large number of inbound and outbound calls and emails in a timely manner. This person will perform address research, locate client information, and keep a record of all conversations in our call center database, in a comprehensible way. This is a Full-time position Monday through Friday from 8:30 – 5:00 PM EST except for Federal holidays.

Responsibilities

• Handle inbound customer inquiries with enthusiasm, providing accurate information and solutions
• Conduct outbound calls to follow up on customer requests, surveys, or service updates, maintaining a positive and professional tone
• Assist clients with account information, billing questions, and service issues through clear and effective communication
• Enter data accurately into company systems, including customer details, transaction records, and call logs
• Demonstrate excellent phone etiquette by listening actively, empathizing with customers, and resolving issues efficiently
• Support client services by addressing concerns promptly and escalating complex issues to appropriate teams when necessary
• Maintain comprehensive records of interactions, ensuring data integrity and confidentiality at all times

Requirements

• Have at least 2 years’ professional experience in Customer Service/ Call Center environment.
• Must be able to handle all outbound and inbound calls for the Call Center.
• Must be able to read, write and converse in English.
• Must have both oral and written communication skills.
• Must have experience answering the phone proficiently and professionally.
• Must be able to respond to client’s inquiries.
• Must be able to follow up on customer calls.
• Must be able to identify and escalate priority issues.
• Must have Microsoft and Adobe experience.
• Must be able to pass a background check/ government clearance.
• Must have maximum experience in a high-volume call center environment.
• Must have a high school diploma or higher.
• Must have minimal experience in skip trace.
• Must have soft phone experience.

Join us to be part of an energetic team that values your talent and dedication! This role is perfect for motivated individuals eager to develop their customer service expertise while making a positive difference every day.

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person