Teleservices Representative

As part of its mission, Alphapointe provides preferential hiring to people with vision impairments (legally blind).

Alphapointe is a non-profit agency whose mission is to empower people with vision loss to achieve their goals and aspirations. Alphapointe offers a great working environment that's both challenging and satisfying as well as an array of benefits including medical, dental, vision and life insurance, short and long term disability, PTO, paid holidays and flexible spending options as well as a generous 401(k).

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.

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.

• 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
• Must be able to pass and maintain background checks
• Must be able to pass a pre-employment drug screen