CSR Call Center REMOTE - AdNet AccountNet, Inc.

About Us: 

AdNet/AccountNet, Inc. is an 8(a), WOSB, LGBTE and WBE owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high quality staffing and executive search services.

About the Position:

In light of the destruction following Hurricane Helene, affected businesses are seeking to understand how they can rebuild and continue conducting business. But understanding and navigating the multiple funding sources and eligibility requirements can be overwhelming and leave business owners to feel more lost. OCR has identified an increase of calls about disaster relief funding and requires assistance diverting and handling the influx of volume. 

We are currently seeking 11-12 FTE Call Specialists. Specialists will take inbound calls from small businesses in North Carolina regarding programs and services available to assist with relief and recovery from storm-related impact to the state. The hours of operation are 8 AM to 5 PM, EST. Candidates with disaster recovery/relief contact center experience are a plus. The pay for this position is $17/hourly. At this time, we anticipate this to be a temporary assignment of around 6 months, but this has a possibility of extension based on the continued addition of services and demand.

Position Duties and Responsibilities:

• Customer Interaction:
  • Answer inbound calls and respond to customer inquiries and complaints in a friendly and professional manner.
  • Make outbound calls for follow-ups, feedback collection, or sales purposes.
  • Provide accurate and timely information to customers regarding products, services, and company policies.
  • Assist customers with troubleshooting and resolving issues related to their accounts or products.
• Problem-Solving:
  • Diagnose customer concerns, propose solutions, and guide them through troubleshooting steps.
  • Escalate complex or unresolved issues to higher-level support or management when necessary.
• Collaboration:
  • Work with other team members, departments, or specialists to ensure customer satisfaction.
  • Participate in team meetings, training, and feedback sessions.
• Compliance and Quality Assurance:
  • Follow company procedures and guidelines for handling customer interactions, including scripts and compliance protocols.
  • Ensure adherence to data privacy regulations, confidentiality, and security protocols.
  • Meet quality standards by following proper call handling and escalation processes.

Required Skills and Qualifications:

• Communication Skills: Excellent verbal and written communication skills; ability to clearly explain solutions to customers.
• Problem-Solving Skills: Ability to troubleshoot and resolve customer complaints or issues efficiently.
• Customer Focus: Strong empathy, active listening, and a customer-centric approach.
• Technical Aptitude: Familiarity with CRM systems, ticketing systems, or other software used in call centers.
• Multitasking: Ability to handle multiple conversations, both written and verbal, simultaneously.
• Patience & Stress Tolerance: Calm demeanor when handling high volumes of calls or dealing with frustrated customers.
• Teamwork: Ability to work collaboratively within a team environment.

Educational Requirements:

• High school diploma or equivalent (associate or bachelor's degree is a plus).
• Candidates with disaster recovery/relief contact center experience are preferred.

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn't just the right thing to do, it's also the smart thing.

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