Softworld Call Center Agent in Largo, Maryland

Call Center Agent

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Date posted:

October 13, 2016

Job Type:



Largo, MD

Job ID:



GENERAL SUMMARY Call Center based Customer Service positions available immediately. The Client agent position is focused on improving the lives of adult learners that call in by placing the student’s interest above all else. Agents must have the ability to provide white-glove service leaving the student feeling that the level of service received exceeded their expectations. Ensuring a smile is felt by the student during every interaction. As students contact Client, the agent is expected to anticipate all the needs of the student taking the time to explain the smallest of details. An agent must be energetic, organized, and have a passion for positively impacting a caller leaving them grateful for having the experience. To be successful in this mission an agent must have exemplary communication skills required to assist the various types of personas.

ESSENTIAL DUTIES AND RESPONSIBILITIES • Receives transactions from adult learners and determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. • Responds to inquiries received from students through phone and online channels related to student services issues such as admissions, financial aid, and business office questions. • Uses a computer system to track questions and answers as well as enter requests. • Escalates more complex questions to Team Lead or Supervisor and learns from those escalations to reduce future escalation needs. • Communicates with Team lead/ Supervisor, team members and other teams regarding problems, solutions and trends. • Determines and recommends additional ways to provide an exemplary student experience. • Practice Client Core Values and act as a role model. • May be required to work Client scheduled holidays and other non-regular business hours • Will be required to successfully complete periodic program-specific training. • Regular and predictable attendance is required.


EDUCATION and/or EXPERIENCE • High school diploma or equivalent, or current student status. • Working knowledge of supported operating systems, software, and hardware preferred. • Understanding of troubleshooting processes, technology and tools preferred. • Minimum of 1 year of related contact center, customer service, or help desk experience.

SKILLS AND ABILITIES • Computer skills, which may require proficiency in one or more specific applications, depending on job assignment. • Ability to communicate effectively both verbally and in writing. • Outstanding teamwork, initiative, detail orientation, and problem solving skills. • Excellent organizational and time management abilities. • Ability to recognize trends and escalate priority issues. • Ability to provide extraordinary customer service experiences. • Uses good judgment to make decisions and proactively problem solve, as required. • Strong evaluation and analysis skills. • Excellent attention to details. • Excellent listening and interpersonal skills and the ability to organize simultaneous tasks.