HO97
Located in Tulsa, OK
Pay: $18.50
Job Full Description
Express Employment Professionals has 16 Remote Customer Service Agents positions available. Bilingual candidates are strongly encouraged to apply.
Title: Summer EBT Customer Service Agent
Status: Hourly, Full-time
Location: Remote (in Tulsa, OK area)
Pay: $17.50 - $19.00 / hour, with opportunities for performance-based incentives based on call quality and overall performance.
The ideal candidate is a compassionate and effective communicator who can engage with diverse individuals, providing clear and supportive guidance to those seeking benefit assistance. They are committed to delivering high-quality customer service by actively listening, problem-solving, and connecting callers with resources. With a focus on equity and continuous improvement, they work collaboratively to find thoughtful and creative solutions that help individuals and families access the nutrition assistance they need.
WHAT YOU’LL BE DOING
This remote-based position reports to the Summer EBT Assistant Manager and will focus on providing information and application assistance to callers. The role will evolve over time, but the core of your work will be:
· Provide high-quality customer experience:
o Engage callers with courteous, friendly, and calm demeanor
o Assist callers by completing and submitting Summer EBT applications over the phone, answering questions, and providing referrals and appropriate transfers as needed
o Work to resolve calls independently and, when needed, escalate to the appropriate level
· Technical proficiency:
o Be comfortable with call center technology, navigating multiple software systems, managing customer databases, and troubleshooting basic technical issues
o Utilize the database and application system for applicants while simultaneously engaging with applicants via the phone
o Uphold and operate within policies and procedures created for the Summer EBT application process and call documentation
o Build knowledge about Summer EBT through provided training and ongoing updates and utilize training to accurately answer questions, escalate cases, and process applications
· Reliability and accountability:
o Be present physically and mentally during work hours
o Meet documentation and Quality Assurance expectations and requirements
o Respond to internal messages and inquiries in a timely manner
o Clock in and out punctually and in alignment with HFO policy
o Ability to work 40 hours a week as scheduled during call center hours:
• Monday-Friday, 8 AM – 7 PM
• Saturday, 9 AM – 1 PM
TO QUALIFY
· Have a high school diploma, or equivalent
· Be proficient in Microsoft Office Suite
· Ability to proficiently utilize computer programs and learn new software
· Have access to working internet via hardwire connection, and a dedicated workspace at home with adequate space for equipment and privacy to maintain client confidentiality during assigned shift
· Be able to sit in front of a computer monitor for multiple hours at a time
· Professional working proficient in Spanish (preferred)
· Experience in customer service setting or call center (preferred)
· Experience with Nice inContact and Salesforce (preferred)
· Customer Service: provide empathetic, respectful, and professional support for all calls, providing resources in a timely manner, and ensuring information is accurate
· Resource Use: locate answers using scripts, guides, and knowledge bases, escalating when the situation is urgent or requires immediate support
· Data Accuracy & Confidentiality: enter information correctly and completely while protecting caller privacy
· Adaptability & Improvement: adjust to changes in procedures or systems, and apply feedback to improve performance
· Collaboration & Peer Support: work effectively with teammates by sharing knowledge, contributing to a positive team environment, and assisting with new agent onboarding through support, call scenarios, and practice rounds
· Community Advocate and Inclusive Problem Solver: serve as a community advocate and inclusive problem solver, demonstrating a deep understanding of diverse community needs and perspectives, and amplifying underrepresented voices in decision-making; help connect community members to available resources and programs
After initial in-person training, this is a full-time remote position requiring access to reliable internet and a dedicated workspace at home. Hunger Free Oklahoma provides the equipment.
To apply: Please email resumes to Laura.Metcalfe@expresspros.com or call (918) 746-4000 for more information.
Tulsa (West), OK
1905
4316 South Peoria Avenue
Tulsa, OK 74105
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