Call Center Agent, Kentucky

CDR Emergency Management, Inc., is hiring multiple Call Center Agents to provide crucial support for a large-scale emergency management mission. This role will be responsible for handling inbound and outbound calls, answering questions and inquiries, troubleshooting problems and handle complaints regarding products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.

This is a short term position and may only be a few weeks or months of work.

Essential Functions:

Answering phone calls from customers professionally and responding to customer inquiries and complaints

Required researching information using available resources

Handling and resolving customer complaints regarding product sales to customer service problems

Providing customers with the organization’s service and information

Processing forms, orders, and applications requested by the customers

Identifying, escalating priority issues and reporting to the high-level management

Routing inbound calls to the appropriate resources

Following up with complicated customer calls where required

Completing call notes and call reports as necessary and updating them in the computer

Obtaining and evaluating all relevant data to handle complaints and inquiries 

Recording details of comments, inquiries, complaints, and actions taken

Managing administration, communicating, and coordinating with internal departments

Requirements

Experience working with Emergency Management or 911 Dispatch Preferred

High school diploma or equivalent

Flexible schedule open availability to work 24x7 (hours to be determined)  

Experience in dealing with the public over the phone  

Proficient in Outlook, Microsoft Suite which includes Word, Excel, etc.

Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.

Able to react effectively and calmly in emergencies

Able to maintain customer confidentiality

The ability to make decisions.

The ability to handle multiple tasks while working in a fast-paced environment and meet deadlines

Ability to deal with high pressure

CDR Emergency Management is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.