Call Center Representative, Sr at American Management Group, LLC (AMG)

Call Center Representative, Sr 

NOTE:  POSITIONS ARE REMOTE but CANDIDATES MUST BE WITHIN 50 MILES OF ONE OF THE FOLLOWING LOCATIONS:

Albuquerque, NM 

Tucson, AZ 

Phoenix, AZ 

Houston, TX 

Lubbock, TX 

Las Vegas, NV 

Mobile, AL 

Boise, ID 

Memphis, TN 

Louisville, KY 

Fayetteville, NC 

New Orleans, LA 

Dayton, OH 

Cleveland, OH 

Spokane, WA  



JOB SUMMARY:

The Contact Center Senior Customer Service Representative is responsible for handling escalated calls, nesting new hires, processing time sensitive or high priority cases, and software testing. 

Responsibilities 

Senior Representatives handle escalated queues and overflow calls when demand exceeds resources. They will provide service recovery to dissatisfied callers, de-escalated aggravated callers when warranted. Supervisors will handle frequent or disruptive callers in the Veterans First Queue. 

Responsibilities Include: 

· Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources. 

· Provide service recovery when caller expresses dissatisfaction with the interaction with agent. 

· De-escalate aggravated callers when warranted. 

· Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive. 

· Provide 1:1 training as time permits. 

· Coordinate and handle nesting, and coaching responsibilities with new agents. 

· Enter exceptions for agents in WFM software, with supervisor approval. 

· User Acceptance Testing (UAT) for CRM and other software releases. 

· Approve urgent, time sensitive and high priority (Priority 1 and Priority 1 Other) cases. 

· Troubleshooting basic agent technology issues. 

· Advise supervisor on team performance. 

· Participate in call calibration activities. 

Work Environment 

REMOTE (requires wired internet that maintains 25mbps download and 5mpbs upload.) 

Education and/or Experience 

High School Diploma 

This position requires at minimum 3 (three) years of contract center agent experience or higher related experience. 



Additional Requirements

- Active listening andAdditional Requirements  speaking 

- Data entry (word processing skills of minimum 30-40 words per minute) 

- Grammar/sentence structure

- Knowledge retention 

- Time management 

- Problem solving 

- Use of multiple applications simultaneously and ability to switch between applications 

- Basic understanding of Windows and Office applications 

- Understanding of VPN and remote log in 

- Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls) 

- Ability to use files and folders to name, save, and retrieve information 

- Ability to send and receive emails, open and add attachments, and encrypt messages 

- Ability to use messaging applications (e.g., Teams) to communicate and share screen 

- Ability to navigate websites (e.g., VA.gov) 

- Other basic computer skills as required to complete daily tasks