Call Center Agent

Join to apply for the Call Center Agent (Hiring Immediately) role at Mass Markets

LOCATION:

Savannah, GA

We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up‑sell customers on new products and services. There are a wide variety of project openings on government programs as well as some of the most recognizable brands in the world.

Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. This is a great opportunity to start a career with our growing team, and with industry‑leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact‑finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and manager for resolution as needed
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

We provide all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates are highly motivated, energetic, and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow‑up on customer issues
• An aptitude for conflict resolution, problem‑solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• The ability to thrive in a fast‑paced environment where change and ambiguity prevail
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

• Must be authorized to work in the country where the job is based
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must…