Call Center Agent

Overview

As a Call Center Agent the role is a key part of the ampliFI team, representing clients and delivering on the promise of exceptional cardholder engagement. The position involves creating positive first impressions and building strong, lasting relationships by providing prompt, friendly, professional, and personalized service whether over the phone, via email, or through chat. Responsibilities include assisting members participating in clients’ Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step.

This role requires being on-site weekly from Tuesday through Thursday following completion of training.

The training program begins with a 3-week, paid, in-person session at the Naperville, IL headquarters, held Monday through Friday from 9:00 a.m. to 5:00 p.m.

Upon completion of the 3-week, in-person training program, participants will have access to one of the following call center schedules:

• Schedule 1:
  Monday to Friday 1:30 pm to 10 pm (Saturday/Sunday Off)
• Schedule 2:
  Tuesday to Friday 1:30 pm to 10 pm and Saturday 10 am to 6:30 pm (Sunday/Monday Off)

• Serves as the first point of contact, driving exceptional member experiences.
• Guide customers through inquiries by gathering information and leading them toward a resolution.
• Communicate clearly and professionally explaining procedures, answering questions, and offering helpful information.
• Handle inbound calls for Reward order entry, general program support, and website-related assistance.
• Provide accurate details about Reward Loyalty program terms and conditions.
• Make outbound calls to follow up on customer requests or help resolve outstanding issues.
• Participate in outbound call campaigns when needed.
• Deliver every interaction with patience, empathy, and excellent service.
• Juggle multiple systems, client programs, and tasks with ease.
• Uphold company standards by maintaining accuracy, quality, and compliance.
• Stay sharp by reviewing updated Reward descriptions, job aids, and ongoing ampliFI training.

• High school degree or higher.
• Excellent verbal and written communication skills, with the ability to explain procedures clearly.
• Proficiency in basic computer applications.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks, systems, and priorities simultaneously.
• Accurate data entry and recordkeeping.
• Conflict resolution and issue escalation skills.

• Familiarity with outbound call campaigns and customer follow-up procedures.

• Empathy, patience, and professionalism in all customer interactions.
• Adaptability and comfort working in a fast-paced, dynamic environment.
• Positive attitude, resilience, and solution-oriented mindset.
• Team collaboration and willingness to support peers.
• Attention to detail and commitment to quality.
• Proactive approach to anticipating customer needs and resolving issues.

• Based at ampliFI’s Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly.

This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required.

Duties, responsibilities, and activities are not all encompassing and may change at any time with or without notice. To perform this job successfully, an individual must be able to satisfactorily carry out each essential duty. Reasonable…