Customer Service Representative (Work from Home/Hybrid)
Centah Inc., Fort Lauderdale, FL, United States
This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks (minimum) of in‑office onboarding/training. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office in case an in‑office visit is needed or in case work from home status is ever rescinded.
Who is Centah? Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America's largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah's industry‑leading platform is a full‑service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centah's Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.
About the role We are looking for an enthusiastic and self‑motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.
Responsibilities
Answer incoming calls and respond to customer's requests
Ability to work in a fast paced environment
Book appointments for members with a high degree of data accuracy
Maintain excellent written and verbal communication skills on a consistent basis
Identify and elevate issues to supervisors
Adapt to fast changing guidelines with customers
Informs clients by explaining procedures; answering questions; providing information
Maintain and improve quality results by adhering to standards and guidelines
General Requirements
High school graduate or G.E.D
Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
Excellent oral and written communication skills
Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
Ability to type at least 25 words per minute is preferred
Experience in providing exceptional customer service and maintaining established quality requirements
Must be able to pass a background check
Performance Requirements (MUST READ)
Average Talk Time: Less than 4 minutes per call while resolving customer issues
Call Conversion Ratio: Require a 60%+ lead to call ratio
Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner
Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences
QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly
Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment
Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, notes and escalations
Breaks/Lunches: adherence to scheduled breaks and lunches: two 15 minute breaks, one 30 minute lunch
Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed
Benefits
Opportunity to continue working from home in our post‑pandemic workplace
Retention bonus at both the 6 month and 1 year mark
Eligible for Medical, Dental, and Vision after 60 days of continuous employment
$15,000 Life Insurance (Company Paid)
401K plan eligibility after 1 year of service w/company match of up to 4%
Paid Time Off - Earn 10 days per year after 90‑day probationary period
Monthly Incentive Bonus Plan (up to $300)
Weekly/monthly gift card drawings/contests for meeting goals
Career learning and development programs
Casual dress code
Salary: $14.50/hour
Next steps If what you just read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for a phone interview.
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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Who is Centah? Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America's largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah's industry‑leading platform is a full‑service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centah's Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.
About the role We are looking for an enthusiastic and self‑motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.
Responsibilities
Answer incoming calls and respond to customer's requests
Ability to work in a fast paced environment
Book appointments for members with a high degree of data accuracy
Maintain excellent written and verbal communication skills on a consistent basis
Identify and elevate issues to supervisors
Adapt to fast changing guidelines with customers
Informs clients by explaining procedures; answering questions; providing information
Maintain and improve quality results by adhering to standards and guidelines
General Requirements
High school graduate or G.E.D
Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
Excellent oral and written communication skills
Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
Ability to type at least 25 words per minute is preferred
Experience in providing exceptional customer service and maintaining established quality requirements
Must be able to pass a background check
Performance Requirements (MUST READ)
Average Talk Time: Less than 4 minutes per call while resolving customer issues
Call Conversion Ratio: Require a 60%+ lead to call ratio
Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner
Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences
QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly
Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment
Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, notes and escalations
Breaks/Lunches: adherence to scheduled breaks and lunches: two 15 minute breaks, one 30 minute lunch
Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed
Benefits
Opportunity to continue working from home in our post‑pandemic workplace
Retention bonus at both the 6 month and 1 year mark
Eligible for Medical, Dental, and Vision after 60 days of continuous employment
$15,000 Life Insurance (Company Paid)
401K plan eligibility after 1 year of service w/company match of up to 4%
Paid Time Off - Earn 10 days per year after 90‑day probationary period
Monthly Incentive Bonus Plan (up to $300)
Weekly/monthly gift card drawings/contests for meeting goals
Career learning and development programs
Casual dress code
Salary: $14.50/hour
Next steps If what you just read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for a phone interview.
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
#J-18808-Ljbffr