Customer Service Agent

Overview

Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. We take pride in providing exceptional service—and just as importantly, in supporting and valuing our employees.

Our Customer Service Agents are at the core of everything we do. They play a vital role in our success, and we’re looking for motivated, energetic individuals to join our growing team. If you enjoy helping others and thrive in a fast-paced environment, this could be the perfect opportunity for you.

In this role, agents handle both inbound and outbound calls, assisting customers while adhering to established protocols and guidelines. You’ll use multiple web-based systems to resolve inquiries and deliver a high level of customer service with every interaction.

Schedule:

• Monday–Friday, with potential weekend shifts
• Operating hours: 9:00 AM – 11:00 PM EST
• Candidates should be flexible and expect later shifts

Important Details:

• This position requires government clearance
• Start date is contingent upon clearance approval
• Candidates must be willing to go to London, KY or McAllen, TX locations to complete fingerprinting

Work From Home:This is a remote position, and Senture provides all necessary equipment.

Qualifications

• High School Diploma or GED
• Must have US Citizenship
• Must be able to obtain and maintain required government clearance
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

Candidates must meet the following requirements to work from home:

• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements for specific program
• Hotspots, satellite and wireless internet service is NOT allowed for this role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.
• Shift and Schedule adherence.