Call Center Agent

Qualifications

This position is best for dedicated individuals who understand and embrace the power of teamwork

While individual initiative is welcome and encouraged, the success of the HOLO Card program requires participating as a dedicated part of the HOLO Helpline team

High school diploma or equivalent

Experience using business computer applications; willingness to learn our specific systems

Experience providing customer service in any previous job or position

Knowledge of customer service practices and willingness to train to improve them

Good data entry and typing skills

Superior listening, verbal, and written communication skills

Ability to handle sometimes stressful workloads and situations with ease

Requires being able to remain seated/standing for the duration of shift, with breaks

Requires occasional lifting and moving of office supplies, computer equipment, and boxes weighing up to 25 lbs

Benefits

Pay: $18.00 - $22.00 per hour

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Responsibilities

Working as part of a small team of highly trained call center customer service professionals, the Agent will accept training, guidance, and direction from an experienced Call Center Manager

We will provide extensive training to ensure you are able to succeed in meeting these standards

Training will take place on-the-job and requires reading, studying, and comprehension of and compliance with our documentation and related customer service systems

Agents are assigned the primary responsibility of assisting customers via inbound phone calls as well as emails, e-commerce orders, etc

Regular outbound calls & emails to assist customers with more complicated situations will also be required

Other significant customer support activities will include helping commercial businesses that offer HOLO Cards as a benefit to their own employees and ensuring elderly, youth and disabled persons have appropriate assistance with their specialized HOLO Card products

Most shifts run Mon to Fri, 7am to 4pm, and UHT will make efforts to accommodate preferred schedules & flexible hours

However, Agents may be required to fill in vacant shifts OR work overtime on short notice during any of the HOLO Helpline operating days & hours

Maintaining reasonable performance metrics in common call center industry standards

Answer incoming calls and respond to customer’s emails using provided scripts

Resolve customer issues according to our SOPs

Use our computer systems to create, look up, and update customer information

Research, identify, and resolve customer complaints using our methods and systems

Identify and escalate serious issues to team leaders

Provide product and service information to customers

Document all call information according to our SOPs

Recognize, document, and alert the management team of trends in customer calls

Follow up on customer calls where necessary

Other duties as assigned

Job description

Job Summary

This position can be either full- or part-time and is an hourly wage position located on-site in our HOLO Helpline call center in Honolulu, Hawaii.

Ulu HI-Tech provides the systems and staff for the HOLO Card, the island-wide rapid transit fare system of the City & County of Honolulu (City).

Working as part of a small team of highly trained call center customer service professionals,...