Position: Contact Center Representative

Overview

The Contact Center Representative is responsible for providing high-quality customer support through inbound and outbound calls. This role focuses on customer satisfaction, appointment coordination, and accurate documentation while maintaining professional service standards.

Key Responsibilities

• Conduct follow-up calls with recent customers to assess satisfaction and identify any need for additional support
• Use a standardized script to evaluate customer experience and determine whether escalation is required
• Handle incoming calls to provide general information, schedule appointments, and collect customer and service-related details
• Provide accurate estimates regarding service timelines and costs
• Document all interactions clearly and consistently in designated systems
• Address customer questions, concerns, and complaints while maintaining a high level of professionalism and customer satisfaction

Qualifications

• 1-2 years of customer service or call center experience preferred
• High school diploma or equivalent (GED) required
• Bilingual skills (Spanish) are a plus
• Strong verbal and written communication skills
• Proficiency with Microsoft Office or similar software
• High attention to detail and strong organizational skills

Additional Details

• Compensation:
• Base hourly pay: $20 per hour plus performance-based incentives
• Incentives paid monthly based on metrics such as call volume, customer engagement, and departmental goals
• Schedule:
• Rotating weekly schedule:
• Week A: 9:30am-6:00pm, Mon-Fri
• Week B: 9:30am-6:00pm, Monday, Tues, Thurs, Fri and Saturday 7:30am-4pm
• Initial training conducted during standard weekday business hours .
• Type: Onsite role: Temp to Hire.

Roth Staffing Benefits during contract period:

• Medical Plans - Limited coverage with MEC, pharmacy benefits, virtual care, and emotional support
• Hospital Indemnity - Cash benefits for hospital stays, surgeries, and diagnostics
• Dental & Vision - Coverage for preventive, basic, and major services
• Accident & Critical Illness - Lump-sum or cash benefits for injuries and serious health conditions
• Life Insurance & Short-Term Disability - Income protection and family support (20+ hrs/week required)
• Earned Safe & Sick Time - Based on local/state rules
• Discount Clubs - Save on entertainment, travel, shopping, and more

Perks/Company Culture:

• Excellent opportunities for professional growth
• Volunteer opportunities
• Great culture, family-owned

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.