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Position Description

Job Description

• Work is performed in a high-volume contact center. Include bi-lingual [English/Spanish] candidates.
• Develop proficiency in use of applications including but not limited to C2M billing system, IssueTrakr system, Teams and Maryland Land Records. Process requests to start and stop commercial and residential services. Make outbound calls to customers to request additional informational and/or verify information.
• Resolve customer inquiries and complaints.
• Communicate with customers, property managers, settlement and title companies, and other stakeholders via phone, email, etc. Collaborate with other divisions and departments as needed to fulfill customer requests.
• Accurately document customer interactions and update/modify customer accounts when needed.
• Participate in and meet requirements of training; includes knowledge checks to demonstrate understanding and ability to apply training knowledge. Meet quality and productivity standards.

Skills Required

• Must have demonstrated PC proficiency including Microsoft Office (Windows, Word, Excel).
• Have strong analytical, problem-solving, and math skills.
• Demonstrates attention to detail and accuracy in results.
• Excellent organization and time management skills includes the ability to stay focused on assigned tasks Ability to achieve and exceed performance goals.
• Able to work independently.
• Exhibits a customer service oriented and professional demeanor (friendly, polite, phone etiquette, able to quickly establish rapport, use appropriate grammar, spelling, etc.). Excellent written and oral communication skills

Experience Required

• 2 year's data entry work experience. 2 year's customer service experience. Must have demonstrated PC proficiency including Microsoft Office (Windows, Word, Excel).

Education Required

• Some college helpful

Additional Information

• Willing to work overtime.
• Can commit to 3+ weeks of training. Please note this is an estimated timeframe.
• Does not require time off for the first 3 months of start date. Excludes emergencies such as unexpected hospitalization, car accident, death in the family, etc.
• Must be able to work an assigned shift of 10am - 7pm after training is completed. o During training must be able to work from 8:00am-5:00pm. After training, the work shift is subject to change. Advanced notice will be given regarding changes to the work shift.
• Must be able and willing to sit for extended periods of time.
• Must be able to work onsite or remotely. The position is currently remote due to the COVID pandemic; includes training.
• Employees may be required to be onsite periodically or return to the office in the future.
• Is dependable; reports to work regularly and on time.
• Must have reliable transportation and/or dependent care (if applicable)

Best Regards,

John Smith

Recruitment Consultant