Call Center Representative {165910}

Position Title: Call Center Representative

Location: Riverside, RI
Work Environment: Fully Onsite
Schedule: Monday–Friday, Standard Business Hours
Pay Rate: $18.00-$20.00/hour

Job Overview

The Call Center Representative is a key contributor within the Contact Center team, responsible for delivering consistently positive, high-quality customer experiences. This role requires advanced problem-solving skills, strong knowledge of internal processes, and sound judgment to resolve complex customer inquiries. The Senior Specialist works independently while collaborating with leadership as needed to ensure efficient resolution and customer satisfaction.

Serving as an escalation point, this role supports customers through phone and online chat interactions and may specialize in a specific customer segment. The Representative provides expert, “right-fit” guidance across a full suite of products and services, ensuring customers feel supported throughout their experience.

Key Responsibilities

• Deliver efficient, accurate, and professional customer support while working independently and collaboratively
• Serve as an escalation point for complex customer issues, providing resolution via phone and online chat
• Provide in-depth support for products, services, digital tools, and technical solutions
• Apply advanced communication skills to de-escalate challenging situations and resolve issues effectively
• Maintain ownership of customer concerns through resolution, escalating appropriately when necessary
• Accurately complete all required documentation and customer follow-up actions
• Identify trends and perform root cause analysis to support continuous improvement initiatives
• Communicate customer insights and feedback to management, acting as the “voice of the customer”
• Identify and communicate cross-sell opportunities that enhance customer satisfaction and strengthen relationships
• Serve as a knowledge resource and escalation support for colleagues across the Contact Center
• Participate in ongoing and advanced training to expand expertise and support professional development
  
  Qualifications & Skills
• Minimum 2 years of call center or contact center experience
• High School Diploma or GED required
• Advanced customer service experience with a strong understanding of contact center operations
• Strong knowledge of end-to-end processes and customer support workflows
• Excellent verbal and written communication skills
• Proven ability to analyze complex issues and exercise sound judgment
• Ability to work independently in a fast-paced, fully onsite environment
• Strong attention to detail and commitment to follow-through
  
  If you are interested, please send an up-to-date resume to
  jschafer@alinestaffing.com
  
  INDJP

• Manage call center representatives and call performance
• Perform call center follow-up
• Perform other call center duties
• Prepare call center performance reports
• Report daily call center stats
• Assist with supporting call-center
• Selling services to consumers who call the call center
• Maintain call center database by entering information on every call
• Provide support for call center agents on escalated calls
• Provide backup call center management
• Plan for call center technologies
• Receive inbound calls from customers
• Impacting call center performance to management
• Lead an exceptional call center team
• Manage the daily call center operations
• Resolve inbound customer calls regarding account
• Maintain call center database by entering information
• Define inbound call readiness state
• Processing customer transactions in a call center environment
• Maintain call center database by recording call outcomes and disposition