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Service Center Agent (Inbound Call Center Service Representative) - Tallahassee, FL #3755045

Company: Kelly Services

Date: 08/13/2017

Category: Internet Services

City: Tallahassee, FL

Job Description


JOB TITLE: Service Center Agent (Inbound Call Center Service Representative)

PAY RATE: *$11.50/h

*starting pay, pay-raises can be earned with good performance (punctuality/attendance, call volume and quality, etc

SCHEDULE: The work hours/different shifts for this position are Monday - Friday between 7a-7p. There are four different shifts: 7a-4p, 8a-5p, 9a-6p or 10a-7p (with 1 hour break during the shift). On rare occasions, participation in a weekend training (either Sat. or Sun.) - not both days. Overtime may be required and number of overtime hours are subject to change at any time with minimal notice. Based on call volume, the company may exercise the right to reduce working hours with minimal notice during a slow period (which may happen for a few weeks in November). Your exact schedule will be discussed and determined in the interview process, if you are selected for the assignment.

LOCATION: Tallahassee, FL (near Walmart on N. Monroe)

STARTS: Monday, August 28th

HIRE TYPE: *Temp (apx 5 month assignment)

*This company is bringing in several temps from August to February 2018, to help with this year-s open enrollment (enrollment into insurance benefits/plans). The company is not looking to permanently hire everyone that is selected for this assignment. But certain temps will be selected for permanent employment, once the temp assignment is finished (based on job performance during assignment). If after your trial period, the company is pleased with your performance and decides to offer you permanent employment -you may then become eligible for whatever benefits they offer their full-time staff and can re-visit the pay-rate for the position.


REPORTS TO: Service Center Manager

OVERVIEW: Assist busy inbound call-center by helping callers thru open enrollment, for their insurance benefits. Answer questions about existing and other available benefits.

A front-line position whose primary job is to:

  • Timely answer and assist customers by phone, e-mail and other methods as needed. Accurately and politely respond to customers. Suggest appropriate products and services. Route requests to different departments in accordance with policies, procedures and compliance regulations. Maintain professional relationships with clients/customers on by taking ownership of each customer. Thoroughly identify and resolve any issue, problem, or concern. Educate customers by communicating rules, assessing impacts, and ensure all client/customer requirements are met. Responsible for notating customer accounts, capturing inquiries, complaints, and comments, alongside actions taken. Other functions: serving as subject matter experts on new initiatives, or participating in special Service Center projects.

  • Closely engage Call Center Management to identify, report and resolve all CSR, client, customer and operational issues that impact service quality, customer relationships and the company-s brand.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience - High school diploma or general education degree (GED). A minimum of 1 year in a call center/service environment with demonstrated customer service skills. Excellent oral and written communication and interpersonal skills including the ability to handle complex and/or escalated customer issues.

Language Ability - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills - To perform this job successfully, an individual should have knowledge of Microsoft Office, Common Remitter, various data encryption applications, and internet.


To perform the job successfully, an individual should demonstrate the following competencies:

*Attendance/Punctuality - Is consistently at work on time; Ensures work responsibilities are covered when absent; Arrives at appointments on time.

*Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens, gets clarification; Responds well to questions.

*Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.

*Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

*Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others- ideas and tries new things.

*Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

*Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy for thoroughness.

*Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

*Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

*Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

*Quality Management - Applies feedback to improve performance; Monitors own work to ensure quality.

*Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

*Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

*Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

*Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed


***APPLICATION PROCESS [applications due by 11am Monday, August 14th]:

  1. Send an email to letting us know you-re qualified and interested in this position (must commit to finishing assignment);

  2. Also in your email, provide a Cover Letter describes your commitment to completing the assignment, and also details your relevant work experience. Example: -After reviewing the requirements and duties for this position, I believe I am a good candidate. I am committed to working in this position until the assignment is finished. I have 4+ years- experience working in an inbound call-center as a Benefits Administrator, where I helped answer questions about employee benefits. I also worked as an Insurance Agent for 2 years, and am very familiar benefits (enrollment and administration). I am proficient with Microsoft Office Suite and have strong computer skills. I also possess excellent communication skills; both oral and written.-);

  3. Also in the same email, Include a copy of your current Resume (even if already on file)

*Please disregard this email if you are currently on assignment with Kelly Services that doesn-t end before August 28th.

**Please send any required documents in a single email reply. I need one email I can forward to the client.


Why Kelly ® ?

At Kelly Services ® , we work with the best. Our clients include 95 of the Fortune 100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at

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