Job Title: Customer Service Support Entry Level
Duration: Full-Time
Schedule: 24/7 (Shifts between 12:00 a.m. and 12:59 p.m.)
Remote: Work-from-Home
 
Qualifications:
This is a full-time, work-from-home call center position requiring dedicated home office space and upgraded internet service to support workflow. The Support Center operates 24/7, and employees must be able to work any shift between 12:00 a.m. and 12:59 p.m. The role involves projecting a professional company image through phone, email, and chat interactions, maintaining positive rapport with vendors and client/city employees, and collaborating effectively with a diverse workforce and client base. Strong communication skills via online platforms such as TEAMS and Salesforce are essential.

Responsibilities:

• Respond to alarms, answer phones, emails, and chats professionally; provide services related to facilities, cities, water, and sanitation issues.
• Research required information using all available resources.
• Handle and resolve customer complaints, process orders, forms, and applications.
• Identify and escalate priority issues, route calls to appropriate resources.
• Follow up on customer calls, including callbacks to appropriate parties.
• Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity.
• May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client.
• Coordinate responses between vendors and customers; work with internal and external vendors.
• Enter, dispatch, and complete customer work orders via various software systems; escalate issues as needed.
• Record audio announcements for clients to update callers on statuses.
• Utilize translation services when necessary.
• Make outbound calls and follow up on unresolved inquiries using escalation steps.
• Recognize and document trends in customer calls, alert Account Lead or managers of potential issues.
• Notify technical support of system issues; escalate work stoppages as priorities.
• Complete required training within expected timeframes.
• Adhere to Support Center guidelines, including scheduled breaks and lunches.
• May be asked-required to work overtime as needed depending on technical, staffing or client related issues
• Perform additional duties and projects assigned by the supervisor.

Comments/Special Instructions
This is a fulltime remote call center position; Employee MUST have high speed internet (50 Mbps) and a place to work uninterrupted in the home. We will provide all equipment, and employee will provide adequate desk space to house dual monitors and other equipment accordingly. The employee will need an ergonomically sound chair, with armrest. Employee must be able to work unsupervised, have strong written (spelling, grammar, sentence structure) communications skills and a pleasant, professional speaking voice, strong work ethics and be a team player. Must be familiar with MS Office and most importantly TEAMS. Occasionally employee will need to be on camera.
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/Hourly.