Call Center Representative - Full-time

Headway Workforce Solutions is currently seeking Customer Service Representatives for a temp to hire opportunity in Alton, IL with our partner, a subsidiary of the largest investor-owned utility company in the U.S.

As a Customer Service Representative, you will:

• Receive inbound calls from customers related to services provided.
• Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. Track and document customer contacts.
• Remain accessible to achieve appropriate adherence levels.
• Maintain a high level of application, process, and water utility knowledge.
• Maintain a courteous and knowledgeable appearance to the customer.
• Handle difficult calls and avoid escalation whenever possible.
• Continuously improve call handling skills, systems knowledge, and communications skills, enhancing customer service levels.
• Identify and relay to team leader areas for improvement within the customer inquiry and concern resolution processes.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Issue and maintain service orders.
• Support and sustain a positive environment that fosters team performance and individual excellence.
• Maintain adherence to all policies, procedures, programs, standards of performance, and approved business objectives including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.
• Work is subject to general overview to ensure quality.

Minimum Qualifications:

• High School Diploma, GED, or equivalent
• Have personal computing experience, including Microsoft Office applications.
• Two (2) years experience in related business environment.
• Sales/Retention experience preferred.
• Be receptive to performance feedback and continuously seek to improve own skills.
• Call center experience required
• Must pass assessment exams in order to be considered for the role.

Additional Information:

• This is a 3+ month contract.
• This is a temp to hire role
• 40 Hours per week with the potential for overtime
• Pay rate is $11.00/hr

Headway provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training