TEKsystems is hiring: Customer Service Representative in Indianapolis

TEKsystems is Hiring Customer Service Representatives on the South Side of Indianapolis

Description

CSR ($21.61/HR):

-Representatives will be responding to incoming contact from consumers that have been victims of identity theft and consumer fraud. Must be able to efficiently document consumer complaints into a secure database and provide educational materials/referrals, while providing A+ customer service.

-Respond to inbound calls, emails, and voice mails following Standard Operating Procedures

-Answers routine questions from the general public on FHA mortgage programs and HUD properties.

-Utilizes prepared scripts with little or no deviation.

-Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.

-Warm transfers calls that are not in the Knowledge Base to the applicable Homeownership Center (HOC).

Top Skills Details

customer service, call center, customer support

Additional Skills & Qualifications:

-High School Diploma or GED

-2 years of Customer Service Experience in Call Center Setting

-Reliable transportation

-Open to working between 8am-8pm

Performance Expectations:

- Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.

- Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds

- Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.

- Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.

- Adherence: CSRs will maintain schedule adherence of more than 96%.

- Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.

- Escalation Errors: CSRs will maintain an average error rate of 3% or less

Pay and Benefits

The pay range for this position is $21.61 - $23.32

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Indianapolis,IN.

Application Deadline

This position will be accepting applications until Jan 19, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.