Title: Rapid Response Specialist
Salary: $16/hr (Plus sign on bonus and potential pay increase after 4 months!)
Shift: M-F 8am-6pm
Location: onsite- Rochester, NY
Direct Hire position with lots of room for growth! Inbound call center environment that moves to outbound calls as training progresses.
This is an overflow inbound call center model, where you are taking client calls when the client’s assigned specialist is unavailable in that moment. (average 80+ calls/day). You will be working in a fast paced, back to back call environment. These calls are transactional and very solution based where you are answering questions, looking up information, entering payroll data and educating the client about payroll, taxes, child support, garnishment, and/or insurance. It is rewarding and challenging because clients really do lean on us for 1000 different reasons.
Training gives you a great foundation, but you are not going to know the answer or solution to every call initially. You will know the resources available to find the answer/solution. It takes time to build your skills and knowledge. You may feel overwhelmed at first, but this is completely normal. You will have a strong support structure to help you get comfortable in the role and resources.
Your first 4 weeks of training is a blended learning with other new hires from across the country. You will have learning coaches guiding you and a daily outline that will direct you each step of the way. The program consists of self-directed learning, connections with your coaches, supervisors & peers, as well as on-the-job application. You will be provided a webcam with your equipment that will allow you to have virtual meetings. Additionally, throughout the program, you will complete experiential activities reinforcing learning in small doses making it easier to comprehend. Some of these activities include workbook-based scenarios, social learning and simulated client interactions using a variety of technologies.
After completion of your training, you will have 2 additional weeks of on-the-job training. Your days will be split with some time spent on the phones assisting clients, time with your leader and additional training and support sessions.