Contact Center Representative (Incl. Selling) jobs in Rutland, VT

Contact Center Representative (Incl. Selling) makes and receives calls primarily focused on selling and promoting products or services. Responds to customer inquiries using standard scripts, dialogues, or talking points. Being a Contact Center Representative (Incl. Selling) processes routine requests for information or services and transfers complex requests to support teams. Obtains new orders and closes pending sales for products or services. Additionally, Contact Center Representative (Incl. Selling) identifies opportunities to upsell additional products and tracks prospect interactions in the system. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative (Incl. Selling) 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 (Incl. Selling) jobs found in Rutland, VT area

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Enterprise Network Engineer, Senior
  • VELCO
  • Rutland, VT
  • Why you should join our team The Network Engineer-Senior provides enterprise technical engineering and support, as well ...
  • 3/29/2024 12:00:00 AM

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Admissions Counselor
  • Middlebury College
  • Middlebury, VT
  • Reporting to the Associate Director of Admissions, the Admissions Counselor is responsible for supporting the Admissions...
  • 3/29/2024 12:00:00 AM

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RN Operating Room In Training
  • Rutland Regional Medical Center
  • Rutland, VT
  • ''''''Sign-on Bonus Available for New Hires COMPETITIVE SHIFT DIFFERENTIALS $4.25#- 2nd Shift $8.00 - 3rd Shift $4.75#- ...
  • 3/28/2024 12:00:00 AM

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Water Systems Operator
  • Stratton Mountain
  • Rutland, VT
  • Please note, this position is located at Stratton Mountain Resort in Stratton Mountain, VT Year Round At Stratton, we ar...
  • 3/27/2024 12:00:00 AM

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RCM Customer Service Representative - Remote
  • Tenet Florida Physician Services, L.L.C.
  • Lebanon, NH
  • Job Description RCM Customer Service Representative - Remote - 2205002572 **Description** : **JOB SUMMARY** Responsible ...
  • 3/26/2024 12:00:00 AM

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Facilities/Maintenance Tech II - Evening Shift
  • Sugarbush Resort
  • Rutland, VT
  • Please note, this position is located at Sugarbush Resort in Warren, VT Year Round RESORT OVERVIEW: Sugarbush Resort is ...
  • 3/26/2024 12:00:00 AM

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Electrician
  • Stratton Mountain
  • Rutland, VT
  • Please note, this position is located at Stratton Mountain Resort in Stratton Mountain, VT Year Round At Stratton, we ar...
  • 3/26/2024 12:00:00 AM

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Facilities/Maintenance Tech II - Evening Shift
  • Sugarbush Resort
  • Randolph, VT
  • Please note, this position is located at Sugarbush Resort in Warren, VT Year Round RESORT OVERVIEW: Sugarbush Resort is ...
  • 3/26/2024 12:00:00 AM

Rutland, Vermont may refer to: Rutland (city), Vermont Rutland (town), Vermont Rutland County, Vermont West Rutland, Vermont...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Representative (Incl. Selling) jobs
$34,952 to $49,009
Rutland, Vermont area prices
were up 1.6% from a year ago