Our Contact Center Agents are the heart of our business. They play a vital role, forming the human connection between our customers and our various partners. These partners include Kelly Blue Book, iHeart Media and many other names you will recognize. As an agent, you’ll answer client inquiries and questions regarding multiple products and services that our organization both produces and provides and give the best customer experience possible!

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Placing a high volume of outbound calls to customers to schedule appointments with our automotive partners which provide various services to the customer. CloudOne also receives inbound calls from customers but the vast majority of calls will be outbound.
• Assisting customers with inquiries about products and services.
• Providing individualized customer service of a high-standard professional level.
• Building the interest of customers in the products and services offered by our organization.
• Maintaining and updating our customer database by entering information about modifications or changes and the present status of the customers or prospective customers.
• Providing feedback and insight regularly on the effectiveness of policies and processes within the services and contact center department.
• Other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Possesses a strong desire to provide the best customer service possible. This includes building relationships and rapport with our customers and being an advocate for our partners.
• Have flexibility of schedule to include evenings and weekends. An example of a shift for this role would be Sunday-Thursday, 11:30am-8:00pm (CST).
• Adaptability; processes and workflows may change as we look to improve both the customer experience and your experience as a Customer Service Representative
• Availability; our Supervisors will be checking in very often with you so we expect our agents to be available and open to feedback.
• The ability to comfortably multi-task; you’ll be listening, talking and typing all at the same time
• Conduct a high volume of outbound calls while still having a smile on your face!
• Working knowledge of Microsoft Office Suite, and typing skills 25 WPM.
• Most importantly, you’re a GREAT team member with the attitude to match!

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Ability to lift, push or pull up to 50 lbs. to support training simulations
• Ability to work at a computer for long periods of time
• Ability to hold a conversation over the phone for extended periods
• Ability to work effectively in an open-office environment where noise levels may vary

Benefit Eligibility

• $15.00 hourly base pay plus Phone Time bonus.Average agent earns $17-19 per hour with bonus

Shift differentials for night and weekend work

• 401K retirement plan
• Comprehensive health plan, including medical, dental and vision
• Company paid sick time

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.