Customer Service Representative/CSR:

Primary Skills: Inbound/outbound calls, Maintain Records, Escalations , Emails
Duration: 12 months
Contract Type: W2 only
Location: 100% Remote (Shift: 9:30am-6:00pm EST)
Pay Range:$15 - $19 per hour
JOB RESPONSIBILITIES:

We are seeking a dedicated Call Center Representative to handle both inbound and outbound calls, maintaining high professionalism and courtesy at all times, and proficiently manage data and documentation. This role requires managing an average of 50-70 inbound calls and making 60-80 outbound calls daily, ensuring all interactions are conducted with empathy and efficiency. The candidate will be responsible for escalating issues appropriately, maintaining accurate records, and adhering to all policies and federal regulations.

Answer 50 – 70 inbound calls and make 60 – 80 outbound calls daily with a professional demeanor.
Accurately identify and escalate issues within 1 business day.
Field complaints and escalate via the supervisor request process.
Respond to emails within 24 hours and manage daily spreadsheet submissions.
Ensure adherence to all CWI, SOP, and Federal regulations, maintaining attendance and phone percentage (90% or better).

JOB REQUIREMENTS:

Exceptional written and verbal communication abilities.
Proficient in data management and documentation.
Strong multitasking capabilities, able to manage high call volumes efficiently.

ABOUT AKRAYA
"Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a positive work environment. Voted the #1 Best Place to Work in Silicon Valley (2023) and a Glassdoor Best Places to Work (2023 & 2022), Akraya prioritizes a culture of inclusivity and fosters a sense of belonging for all team members. We are staffing solutions providers for Fortune 100 companies, and our industry recognitions solidify our leadership position in the IT staffing space. Let us lead you to your dream career, join Akraya today!"