Job Description
Salary: $17.00/hr.
The Contact Center Agent in our DCCA PVL (Department of Commerce and Consumer Affairs Provisional and Vocational Licensing) group takes calls from those seeking licensure by the State of Hawaii DCCA, answering questions, or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.
The Contact Center Agent maintains, records, and stores all incoming inquiries in an internal database and research issues via both internal and external resources. Agents are responsible for providing accurate information, quoting time-sensitive responses to queries, and appropriately referring customers to publicly available resources. Regular daily caller interactions can include private information management, research, call de-escalation, and a commitment to first-call resolution. Due to the nature of work in a call center, emphasis will be put on Key Performance Indicators (KPIs) and adherence to all company policies including but not limited to attendance and confidentiality.
Working Hours: Monday through Friday 7:30 a.m. to 4:30 p.m. (H.S.T.)
First month of orientation and training will be in the office. This is a work from home position though some time in the office will be required such as meetings with supervisors and staff trainings. The work from home privilege may be revoked and the agent required to work from the office if there are performance issues.
DCCA Contact Center Agents cannot hold a professional license through the Hawaii DCCA and must reside in the state of Hawaii.
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