Job Description

KG Workforce Solutions, LLC is currently recruiting Contact Center Agents . These are contract to hire positions. The contract duration is 3-6 months with the intent of converting to permanent positions. The salary is $15/hr. There are no benefits provided while working contract. However, once perm, benefits are provided. These are onsite positions in NE Columbia. M-F, 8:30 am – 5:00 pm.

The Contact Center Agents will answer questions and inquiries about multiple programs and services available to individuals and businesses across South Carolina. Agents are crucial in ensuring client and partner satisfaction and maintaining the Organization’s reputation.

Essential functions:

• Maintain a professional and respectful approach in all interactions, offering a high level of customer service and embodying the values of the nonprofit organization.
• Work closely with management to report on contact center activities and issues.
• Adhere to policies and procedures to provide consistent, high-quality service, and work with the team to refine processes to enhance the customer experience as the opportunity arises.
• Maintain client confidentiality.
• Build positive relationships with peers, partners, sites, clients, and other stakeholders.
• Utilize critical thinking skills to address client needs by identifying problems, researching alternative solutions, and applying effective resolutions.
• Demonstrate dependability by adhering to attendance and punctuality standards, as well as other policies and procedures of the department and organization.
• Effectively use Word, Excel, PowerPoint, and other technological tools, as well as conduct internet navigation and research, to assist consumers in a timely and accurate manner.

Required qualifications and experience:

• High school diploma or equivalent.
• Minimum of six (6) months’ experience in a call center, contact center, or help desk environment.
• Proficiency in customer service with excellent communication and problem-solving skills.
• Familiarity with answering multi-line phone systems.
• Ability to handle high call volumes and provide accurate information to callers.
• Strong listening skills and a professional and courteous phone manner.
• Ability to work within a team and contribute to achieving team goals.
• Flexibility to work various shifts, including evenings and weekends, if required.
• Ability to learn new software quickly; intermediate MS Office skills.
• Successful completion of pre-employment assessments (typing and contact center).
• Authorization to work for any employer in the US without current or future sponsorship.

Preferred qualifications and experience:

• Thrives in diverse environments, comfortable working with people from various socio-economic backgrounds.
• Nonprofit experience.
• Bilingual experience is beneficial.
• Technological aptitude with strong typing and data entry skills.
• Attend meetings, webinars, conferences, and training refresher courses, as requested
• Displays strong attention to detail.
• Possesses problem-solving, analytical, and organizational skills.
• Displays ability to work cooperatively in a team environment and be a self-starter.

This temp-to-hire position is a great way to get your foot in the door with a competitive contact center. You will receive excellent benefits upon hire as a permanent employee.

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