Contact Center Representative - Inbound jobs in Colchester, VT

Contact Center Representative - Inbound answers incoming customer calls inquiring about products with a focus on selling products or services. Performs call logging and routine tasks to fulfill caller requests. Being a Contact Center Representative - Inbound answers inquiries regarding the company products, services, delivery, installation, or billing following scripts or standard responses. Enters orders and assists the customer with the purchase by suggesting appropriate products. Additionally, Contact Center Representative - Inbound may redirect calls to other teams depending on the nature of the inquiry. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative - Inbound works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)

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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 21 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Call Center Representative
  • Heritage Family Credit Union
  • Rutland, VT FULL_TIME
  • Job Description Job Description This Position : This is a service position that provides World Class Member Service to both credit union members and employees. We are looking for an individual who wil...
  • Just Posted

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Patient Service Center Representative
  • Champlain Toxicology Lab
  • Burlington, VT FULL_TIME
  • Patient Service Center Representative, Burlington, VTSeeking an outgoing, personable, and very reliable individual to work in Champlain Toxicology Lab’s new Patient Service Center in downtown Burlingt...
  • 2 Days Ago

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Call Center Representative
  • Gainwell Technologies
  • Williston, VT FULL_TIME
  • Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have ...
  • 3 Days Ago

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Call Center Representative
  • Adirondack Health
  • Saranac, NY FULL_TIME
  • Position Summary: To perform the call center (CC) functions in a manner to promote positive relationships with patients, physicians, hospital departments, and visitors. To perform CC duties in accorda...
  • 13 Days Ago

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0 Contact Center Representative - Inbound jobs found in Colchester, VT area

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Information Technology Support Specialist
  • Hayward Tyler
  • Colchester, VT
  • Department Focus The IT function supports business needs and continuous improvement efforts through appropriate technolo...
  • 3/29/2024 12:00:00 AM

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Customer Service Specialist
  • Adapt Health LLC
  • South Burlington, VT
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/28/2024 12:00:00 AM

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Financial Planner - Wealth Advisor
  • Baystate Financial
  • Colchester, VT
  • Your Career Path Why Baystate Financial? Todays complex industry calls for a wide range of specialized skills that few f...
  • 3/28/2024 12:00:00 AM

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Information Technology Support Specialist
  • Hayward Tyler
  • Colchester, VT
  • Department Focus The IT function supports business needs and continuous improvement efforts through appropriate technolo...
  • 3/28/2024 12:00:00 AM

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Dispatcher
  • ADA Traffic Control
  • Colchester, VT
  • Job Description Job Description ADA Traffic Control, LTD is a family owned and operated business throughout New England....
  • 3/28/2024 12:00:00 AM

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Station Service Representative, Part Time - Downtown Burlington Transit Center
  • Green Mountain Transit
  • Burlington, VT
  • Description and Essential Functions Responsible for supporting the Transit Center from a customer service perspective. P...
  • 3/25/2024 12:00:00 AM

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Customer Service Representative - Seasonal (Remote)
  • Concentrix
  • Montpelier, VT
  • Job Title: Customer Service Representative - Seasonal (Remote) Job Description **JOB DESCRIPTION** The Customer Service ...
  • 3/25/2024 12:00:00 AM

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Branch Office Administrator
  • Edward Jones
  • Essex Junction, VT
  • Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you...
  • 2/26/2024 12:00:00 AM

Colchester is a town in Chittenden County, Vermont, United States. The population was 17,067 as of the 2010 census. It is the fourth-most populous municipality and second-most populous town in the state of Vermont. Colchester is a suburb of Burlington–Vermont's most populous municipality. The town is directly to Burlington's north on the eastern shore of Lake Champlain to the west of the Green Mountains. The Vermont National Guard is based in the town, and it is also home to the campus of Saint Michael's College. Colchester is located on the shore of Malletts Bay, part of Lake Champlain. The w...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Representative - Inbound jobs
$32,713 to $42,980
Colchester, Vermont area prices
were up 1.6% from a year ago