Customer Service Representative - Remote (East Coast)

Position Overview

TEKsystems seeks skilled Customer Service Representatives for a remote position covering the Eastern Region from Pennsylvania to Florida. This role involves managing a substantial daily call volume in a professional and technically adept manner.

Position Details

• Contract duration: 6 months with possibility of extension or permanent hire, though not guaranteed
• Work location: Fully remote, applicants must reside on the East Coast
• Working hours: Shifts scheduled between 8AM and 6PM Eastern Standard Time
• Expected call volume: 60 to 120 inbound calls per day depending on operational demand
• Compensation: Fixed hourly rate of $18.50

Key Responsibilities

• Respond to inbound customer inquiries about deliveries, services, and account-related questions
• Effectively address complex scenarios such as system updates and government subsidy delays
• Maintain a patient and professional attitude, especially when assisting frustrated or confused customers
• Utilize Microsoft applications including Teams, Outlook, and Excel for managing daily workflows

Required Qualifications

• Previous experience working in a call center environment
• Ability to handle high call volumes calmly and professionally
• Proficiency in Microsoft Teams, Outlook, and Excel applications
• Reliable internet connection with minimum speeds of 20 Mbps download and 100 Mbps upload, with direct modem hardwiring capability

Interview Process

• Two-stage interview including reference verifications
• Sample interview questions may focus on past call volumes handled and endurance for headset use

Training and Equipment

• Onboarding includes 2 to 4 weeks of training combining self-paced LMS modules, one-on-one virtual sessions, and job shadowing
• Provided equipment includes laptop, dual monitors, docking station, keyboard, mouse, headset, and an external camera if required

Additional Details

• Work during holidays is expected, except Thanksgiving for the current year
• Position requires a background check for compliance
• Candidates receive interview feedback within 24 hours
• Option to convert contract role to a permanent position

Potential Benefits Upon Permanent Hire

• 19 days of paid time off and 6 paid holidays annually
• 401(k) plan with a 2.5% company match and profit sharing between 1% and 3%
• Medical, dental, vision insurance and health savings account (HSA)

Other Information

This is a contract-to-hire opportunity based in Orlando, Florida, with a wage range of $20.00 to $21.00 per hour upon permanent employment. Temporary employees might have access to benefits such as medical, dental, vision, critical illness, accident and hospital insurance, life insurance options, disability coverage, health spending accounts, transportation perks, employee assistance programs, and various types of leave depending on eligibility and classification.

TEKsystems is dedicated to diversity and equal opportunity in employment and does not discriminate on protected grounds. They may use AI tools during hiring processes to evaluate candidates but all decisions are driven by their hiring team. Specific legal provisions related to San Francisco and Massachusetts applicants are noted.