Call Center Agent

Qualifications
This position is best for dedicated individuals who understand and embrace the power of teamwork
While individual initiative is welcome and encouraged, the success of the HOLO Card program requires participating as a dedicated part of the HOLO Helpline team
High school diploma or equivalent
Experience using business computer applications; willingness to learn our specific systems
Experience providing customer service in any previous job or position
Knowledge of customer service practices and willingness to train to improve them
Good data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle sometimes stressful workloads and situations with ease
Requires being able to remain seated/standing for the duration of shift, with breaks
Requires occasional lifting and moving of office supplies, computer equipment, and boxes weighing up to 25 lbs
Benefits
Pay: $18.00 - $22.00 per hour
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Responsibilities
Working as part of a small team of highly trained call center customer service professionals, the Agent will accept training, guidance, and direction from an experienced Call Center Manager
We will provide extensive training to ensure you are able to succeed in meeting these standards
Training will take place on-the-job and requires reading, studying, and comprehension of and compliance with our documentation and related customer service systems
Agents are assigned the primary responsibility of assisting customers via inbound phone calls as well as emails, e-commerce orders, etc
Regular outbound calls emails to assist customers with more complicated situations will also be required
Other significant customer support activities will include helping commercial businesses that offer HOLO Cards as a benefit to their own employees and ensuring elderly, youth and disabled persons have appropriate assistance with their specialized HOLO Card products
Most shifts run Mon to Fri, 7am to 4pm, and UHT will make efforts to accommodate preferred schedules flexible hours
However, Agents may be required to fill in vacant shifts OR work overtime on short notice during any of the HOLO Helpline operating days hours
Maintaining reasonable performance metrics in common call center industry standards
Answer incoming calls and respond to customer’s emails using provided scripts
Resolve customer issues according to our SOPs
Use our computer systems to create, look up, and update customer information
Research, identify, and resolve customer complaints using our methods and systems
Identify and escalate serious issues to team leaders
Provide product and service information to customers
Document all call information according to our SOPs
Recognize, document, and alert the management team of trends in customer calls
Follow up on customer calls where necessary
Other duties as assigned
Job description
Job Summary
This position can be either full- or part-time and is an hourly wage position located on-site in our HOLO Helpline call center in Honolulu, Hawaii.

Ulu HI-Tech provides the systems and staff for the HOLO Card, the island-wide rapid transit fare system of the City County of Honolulu (City).

Working as part of a small team of highly trained call center customer service professionals,... Read more