Experienced Remote Customer Service Representative – Delivering Exceptional Support and Service to Clients in a Dynamic and Growing Industry

Introduction to TDB Communications, Inc.

TDB Communications, Inc. has been a leading force in providing scalable workforce, program management, and information processing solutions to government agencies for over 21 years. With a proven track record of deploying thousands of employees across 30+ states, we are now seeking enthusiastic and experienced Remote Customer Service Representatives to join our team. As an 8(a) minority-owned, service-disabled veteran-owned small business (SDVOSB), we are committed to delivering the highest levels of quality and productivity to our clients.

About the Role

We are looking for dedicated and skilled Customer Service Representatives to work remotely and provide exceptional support to our clients. As a Remote Customer Service Representative, you will be responsible for responding to general to moderately complex telephone calls, troubleshooting customer issues, and providing timely and effective solutions. You will be an integral part of our team, working closely with colleagues, management, and clients to ensure that our customers receive the highest level of service and support.

Key Responsibilities

• Respond to general to moderately complex telephone calls and troubleshoot customer issues in a professional and courteous manner
• Research member or provider calls/inquiries and respond to appropriate parties in accordance with Service Level Agreements (SLAs)
• Record calls in a Customer Relationship Management (CRM) ticketing solution, resolve customer requests/inquiries, and update CRM history with results of inquiry
• Interface with team personnel, management, and customers in reference to customer service issues
• Conduct outbound calls to customers in response to customer direction or other business needs
• Respond to numerous phone inquiries daily, using standard call-center technology: telephones, e-mail, and web browsers
• Assist callers in completing online applications and provide support as needed
• Fill out timesheets accurately and adhere to provided schedules
• Maintain up-to-date knowledge of regulations and policies as they apply to the various programs we service
• Report problems through an easy online system and respond to telephone inquiries within set time parameters

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School diploma or equivalent required
• Minimum one (1) year of customer service experience required
• Must submit speed test via speedtest.net, with download speeds of at least 60mbps and upload speed of at least 6mbps
• Experience working with computer software, customer relationship management tools, and telephone technology
• Experience working with and skilled in the use of help desk software
• Ability to utilize problem-solving skills in complex situations
• Excellent communication skills, both written and oral
• Ability to work independently and as a team

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Previous experience working in a remote or call-center environment
• Knowledge of government programs and regulations
• Experience working with CRM software and help desk technology
• Bilingual or multilingual skills

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Excellent problem-solving and analytical skills
• Strong attention to detail and ability to maintain accuracy in a high-volume environment
• Ability to work independently and as part of a team
• Strong technical skills, including proficiency in Microsoft Office and CRM software

Career Growth Opportunities and Learning Benefits

At TDB Communications, Inc., we are committed to the growth and development of our employees. As a Remote Customer Service Representative, you will have access to:

• Paid, comprehensive training to provide you with the tools and resources needed to succeed in your role
• Ongoing coaching and feedback to support your growth and development
• Opportunities for advancement and career progression within the company
• A dynamic and supportive work environment that encourages collaboration and innovation

Work Environment and Company Culture

At TDB Communications, Inc., we pride ourselves on our positive and inclusive company culture. As a Remote Customer Service Representative, you will be working in a remote environment, but you will still be part of a dynamic and supportive team. We offer:

• A flexible and remote work environment that allows you to work from the comfort of your own home
• A comprehensive benefits package, including medical, dental, vision, and 401k benefits
• A competitive salary and opportunities for advancement and career progression
• A supportive and inclusive company culture that values diversity and promotes equal opportunities

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Base rate of $18.00 per hour
• Medical, dental, vision, and 401k benefits available
• Paid, comprehensive training and ongoing coaching and feedback
• Opportunities for advancement and career progression within the company
• A dynamic and supportive work environment that encourages collaboration and innovation

Conclusion

If you are a motivated and enthusiastic individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative, you will be part of a dynamic and supportive team that values diversity and promotes equal opportunities. Don't hesitate to apply – we look forward to hearing from you!

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards an exciting and rewarding career with TDB Communications, Inc.