Senior Call Center Agent

Core Responsibilities:

Make and receive over 30 phone calls per hour.
Participate in all available queue groups, including but not limited to: Outbound, SMS, Chat, Inbound, Canvass, Live Sets, Sales Support, etc.
Assist with the Confirmations process as needed and make executive decisions on lead eligibility by qualifying lead requirements.
Schedule and manage appointments for the sales team.
Demonstrate subject matter expertise with Call Center Policy and Procedure.
Exercise judgment and make timely decisions to promote smooth workflow.
Ensure maximum productivity by exceeding goals and objectives.
Maintain the lowest possible error rates by entering data into our system with the highest level of accuracy.
Answers questions, provides feedback, and actively supports other Agents by assisting in Home Ownership Chat, Assistance Chat, emails, etc.
Assists leadership with reports, projects, training, etc. as needed.
Lead by example in all matters, including but not limited to: Attendance, schedule adherence, key performance indicators, productivity, etc.
Potentially hybrid (in office/remote) but must maintain the availability to work in the office, as needed.

Basic Qualifications:

High School Diploma, GED, or equivalent.
1+ years of experience in a customer service-oriented or sales-oriented field.
6+ months of experience in a call center environment.

Preferred Qualifications:

Proficiency with Microsoft Office Suite.
Experience with Dynamics 365 is a plus.
Someone with a “team first” approach who demonstrates a desire to lead, coach and train others.