Customer Service Representative (Work from Home/Hybrid)
Centah Inc., Fort Lauderdale, FL, United States
Position Overview
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 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distance of our Fort Lauderdale office in case an in‑office visit is needed or in case work from home status is ever rescinded.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 customers’ requests.
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 escalat[e] issues to supervisors.
Adapt to fast‑changing guidelines with customers.
Inform clients by explaining procedures, answering questions, and 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 while speaking on the phone, using the computer and keyboard simultaneously.
Typing speed of 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: 60%+ lead to call ratio.
Disposition Calls Processed: Proven handling of 80+ calls per shift with accurate disposition coding in a timely manner.
Attendance: 98%+ attendance record over 6+ months, with little to no unexcused absences.
QA Score: Consistently achieve 90%+ quality assurance scores on call evaluations monthly.
Average Hold Time: Less than 60 seconds per call in a high‑volume environment.
Calls Handled per Hour: Processed 10+ calls per hour with accurate dispositions, notes and escalations.
Breaks/Lunches: Adhere to scheduled breaks and lunches—two 15‑minute breaks, one 30‑minute lunch.
Error‑Free Documentation: 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 with 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.
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
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 customers’ requests.
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 escalat[e] issues to supervisors.
Adapt to fast‑changing guidelines with customers.
Inform clients by explaining procedures, answering questions, and 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 while speaking on the phone, using the computer and keyboard simultaneously.
Typing speed of 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: 60%+ lead to call ratio.
Disposition Calls Processed: Proven handling of 80+ calls per shift with accurate disposition coding in a timely manner.
Attendance: 98%+ attendance record over 6+ months, with little to no unexcused absences.
QA Score: Consistently achieve 90%+ quality assurance scores on call evaluations monthly.
Average Hold Time: Less than 60 seconds per call in a high‑volume environment.
Calls Handled per Hour: Processed 10+ calls per hour with accurate dispositions, notes and escalations.
Breaks/Lunches: Adhere to scheduled breaks and lunches—two 15‑minute breaks, one 30‑minute lunch.
Error‑Free Documentation: 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 with 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.
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