Hinda Incentives Employment Information Center

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Customer Service Representative (Temporary Assignment)

IL - Chicago

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Engage2excel group is actively looking for a dynamic individual to join our Call Center Team as a Customer Service Representative. This position is primarily responsible for interacting with customers and program participants to provide information in response to inquiries about programs, accounts and products ordered.

Key Responsibilities

Responds to customers’ and program participants’ telephone and email inquiries to provide information about programs, accounts and status of orders.
Works with all internal teams to troubleshoot and expedite customer and participant inquiries.
Gathers information, researches/resolves inquiries, and logs customer calls.
Works directly with suppliers and carriers to resolve order-related issues.
Processes all returns and issues point refunds/replacements and customer credits as needed.
Strives to meet or exceed service and operational goals established for the call center, including call abandonment rate, email response time, and returns processing.
Processes order status reports for assigned accounts.

Qualifications

Minimum Requirements:

High school diploma or equivalent
2+ years’ related experience and/or training working in a call center
Knowledge of Microsoft Office, specifically Word, Excel and Outlook
Bilingual in Spanish preferred

Job Types: Temporary(4-5 months approximately with possibility of being converted full-time based on performance)

Desired Behaviors:

Problem Solving - Identifies and resolves problems in a timely manner.
Project Management - Coordinates projects.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.
Interpersonal - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback.
Quality Management - Demonstrates accuracy and thoroughness.

Desired Outcomes:

Ability to effectively work individually or in a team environment
Competency in performing multiple functional tasks
Excellent communication skills, both verbal and written
Successful and effective teamwork

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Responds to customers’ and program participants’ telephone and email inquiries to provide information about programs, accounts and status of orders.
Works with all internal teams to troubleshoot and expedite customer and participant inquiries.
Gathers information, researches/resolves inquiries, and logs customer calls.
Works directly with suppliers and carriers to resolve order-related issues.
Processes all returns and issues point refunds/replacements and customer credits as needed.
Strives to meet or exceed service and operational goals established for the call center, including call abandonment rate, email response time, and returns processing.
Processes order status reports for assigned accounts.

Qualifications

Minimum Requirements:

High school diploma or equivalent
2+ years’ related experience and/or training working in a call center
Knowledge of Microsoft Office, specifically Word, Excel and Outlook
Bilingual in Spanish preferred

Job Types: Temporary(4-5 months approximately with possibility of being converted full-time based on performance)

Desired Behaviors:

Problem Solving - Identifies and resolves problems in a timely manner.
Project Management - Coordinates projects.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.
Interpersonal - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback.
Quality Management - Demonstrates accuracy and thoroughness.

Desired Outcomes:

Ability to effectively work individually or in a team environment
Competency in performing multiple functional tasks
Excellent communication skills, both verbal and written
Successful and effective teamwork

Hinda Incentives is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at asysimwange@engage2excel.com.

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