Call Center Agent | Customer Service

Summary

Join ProSidian as a Call Center Agent | Customer Service, supporting Government and Public Services Sector clients. Handle high call volumes, document issues and resolutions, and meet established metrics. The role is located in the Mid-Atlantic region, near Charlotte, NC, with potential for remote work. Prior call center experience and a high school diploma or GED are required. ProSidian offers competitive compensation, comprehensive health insurance (medical, dental, vision), a 401(k) plan, paid time off, and various other benefits for full-time employees. The position is initially a 1099 contract, but conversion to a full-time W-2 position is possible. ProSidian values teamwork, leadership, and continuous learning.

Requirements

• Prior call center or customer-facing experience
• High school diploma or GED
• Active listening, communication, multitasking
• Resilience, adaptability, professionalism

Responsibilities

• Handle large volumes of calls daily
• Document customer issues and resolutions
• Meet established call metrics and KPIs
• May support chat or email channels
• Participates in call quality monitoring programs
• Works within performance-driven environment

Preferred Qualifications

Understanding and proficiency with business tools and technology, including Microsoft Office. The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary

Benefits

• Competitive Compensation: Pay range begins in the competitive ranges with Group Health Benefits, Pre-tax Employee Benefits, and Performance Incentives
• Group Medical Health Insurance Benefits: ProSidian partners with BC/BS, to offer a range of medical plans, including high-deductible health plans or PPOs
• Group Dental Health Insurance Benefits: ProSidian dental carriers - Delta, Aetna, Guardian, and MetLife
• Group Vision Health Insurance Benefits: ProSidian offers high/low vision plans through 2 carriers: Aetna and VSP
• 401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement for eligible employees. A range of investment options are available with a personal financial planner to assist you. The Plan is a pre-tax Safe Harbor 401(k) Retirement Savings Plan with a company match
• Vacation and Paid Time-Off (PTO) Benefits: Eligible employees use PTO for vacation, a doctor’s appointment, or any number of events in your life. Currently these benefits include Vacation/Sick days – 2 weeks/3 days | Holidays - 10 ProSidian and Government Days are given
• Pre-Tax Payment Programs: Pre-Tax Payment Programs currently exist in the form of a Premium Only Plan (POP). These Plans offer a full Flexible Spending Account (FSA) Plan and a tax benefit for eligible employees
• Purchasing Discounts & Savings Plans: We want you to achieve financial success. We offer a Purchasing Discounts & Savings Plan through The Corporate Perks Benefit Program. This provides special discounts for eligible employees on products and services you buy on a daily basis
• ProSidian Employee & Contractor Referral Bonus Program: ProSidian Consulting will pay up to 5k for all referrals employed for 90 days for candidates submitted through our Referral Program
• Performance Incentives: Due to the nature of our consulting engagements there are performance incentives associated with each new client that each employee works to pursue and support
• Flexible Spending Account: FSAs help you pay for eligible out-of-pocket health care and dependent day care expenses on a pre-tax basis
• Supplemental Life/Accidental Death and Dismemberment Insurance: If you want extra protection for yourself and your eligible dependents, you have the option to elect supplemental life insurance
• Short- and Long-Term Disability Insurance: Disability insurance plans are designed to provide income protection while you recover from a disability