Job Information
SCRAM Systems Contact Center Customer Service Representative in Denver, Colorado
Job Summary:
The Customer Service Agent is responsible for providing high-quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account-related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. The ideal candidate demonstrates strong communication skills, problem-solving ability, strong sense of empathy, and a commitment to delivering a positive customer experience while still ensuring company and state compliance. Candidates must also have proficient computer skills, customer service expertise, and the capability to work independently.
Job Type: Full-time- Remote Customer Service Representative in Contact Center.
SCHEDULE REQUIREMENTS:
Our Contact Center operates 7 days a week, 24 hours per day, including all holidays
Work schedules are determined based on the needs of the company and may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays along with 2 weekend days
Training classes for the Contact Center run Monday through Friday for 5 weeks, with daily 8-hour sessions (timing may vary between 8 AM and 8 PM EST
ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.
Duties/Responsibilities:
Handle inbound and follow-up customer interactions through phone and digital communication channels.
Respond to customer inquiries in a timely, accurate, and professional manner.
Deliver high-quality, personalized customer service while maintaining a professional and supportive approach.
Promote and reinforce the company’s brand by helping customers navigate services and supporting their return to normal daily activities.
Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate systems.
Identify unresolved issues and escalate them to the appropriate department or authorized resource when necessary.
Assist customers with billing-related questions, appointment scheduling, and troubleshooting as needed.
Skills/Abilities:
Excellent communication, customer service, interpersonal and typing skills.
Ability to work efficiently and effectively in a multi-task high call volume environment.
Effective and accurate decision-making skills.
Demonstrated successful telephone service techniques specifically with troubleshooting, issue resolution, and de-escalation.
Proficient in Microsoft Office: Word, Outlook, Excel.
Must have ability to incorporate developmental feedback from management.
Must have the ability to quickly Adapt to change.
Bilingual is a plus
Understanding of performance metrics and the ability to work within a metrics-driven environment
Proficiency in Microsoft Office applications, including Word, Outlook, Excel, and Teams
Strong technical knowledge with the ability to troubleshoot basic computer or system issues independently
Strong verbal communication skills, including active listening and the ability to demonstrate empathy with customers.
Education and Experience:
High School Diploma or GED
Min of 2 years in Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required.
WORK FROM HOME REQUIREMENTS:
Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs).
Windows 11, Intel Processor i5-4440 2.1ghz, Memory 16gb Ram, Hard Drive 50GB Free Space, Web Browser - Microsoft Edge or Google Chrome
MacOS 14.0 Sonoma, Apple Processor M3, Memory 16gb, Hard Drive 50GB Free Space, Web Browser - Google Chrome
Chrome Book CANNOT be used
Working on a computer camera during training, meetings, etc.
Wired internet connection encouraged at a regular internet speed (example-DSL or Cable Connection - No Dial Up).
Dual Monitor recommends.
Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.
Physical Requirements (With or without reasonable accommodation):
Sitting: 75-100%
Standing: 75-100 %
Fine Motor Movements: 75-100 %
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.*