SUMMARY:

Position provides technical assistance and training to system users. Individual needs to have the availability of flexible hours.

 QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Needs to have the fundamental computer service skills and the ability to understand legal and technical manuals, as well as translate this information into Spanish. Communication and customer service skills are required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

 Knowledge of: Operating systems such as Windows, 7, 8, 8.1, 10; Software programs such as, Outlook, Various Browsers; Networking; and Basic computer hardware.

 Ability to: Provide technical assistance and training to system users; Communicate and work well with peers across departments; and Prioritize work. Follow documentation guidelines for ticketing.

 EDUCATION and/or EXPERIENCE:

Candidates should have an Associates Degree in Information Technology; or industry standard certifications such as A+, MCP, etc. or one to two years of customer service or technical support experience and/or training; or equivalent combination of education and experience.

 LANGUAGE SKILLS:

Candidates should be able to read common technical journals and legal documents.  Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community in English and Spanish. Be able to effectively present information to top management, public groups, and/or boards of directors. Candidate should also be able to respond to written (email) communication in English and Spanish in collegiate or professionally correct grammar.

 REASONING ABILITY:

Ability to define problems, data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions as assigned.

 CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver's license or other Government issued ID.

Additional Industry Standard Certifications preferred

 PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to sit for up to 4 hours.  The employee frequently is required to use hands and reach with hands and arms; stoop, kneel, or crouch; and talk and hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

 WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee regularly works in inside environmental conditions.  The employee is occasionally exposed to moving mechanical parts; and risk of electrical shock.  The noise level in the work environment is usually moderate.

*Position is based in India and requires travel between U.S. and India with primary work location in India.

SUMMARY:

Facilitates, presents, writes and develops leadership training curriculum that will deliver high quality training experience; works with center leaders to identify development needs and furnishes appropriate training courses to meet those needs for team members and center leadership.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.
• Selects appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training.
• Presents and facilitates leadership development programs in various formats including but not limited to face to face, via video conference, and online learning
• May direct the work of other support staff, as applicable
• Organizes and develops training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
• Actively works within the online training application, including building online curriculum and courses, to create an engaging and effective learning environment online
• Developing and facilitating performance-related interventions for company leaders and business units.
• Researches and selects outside consultants and trainers to conduct training in specific topics.
• Partnering with senior management and departmental staff to conduct needs analysis.
• Coordinates established training courses with outside training materials.
• Screens, tests, counsels, and recommends team members for participation in internal or external educational and training programs.
• Provides input for RFP’s to retain new clients.
• Communicating to internal management on metrics/evaluation results.
• Researches new training techniques in order to continually improve training curriculums.
• Ensures training resources are adequate to meet center needs.
• Analyzing feedback reports and facilitates 360 degree feedback sessions.
• Represents employer during community projects and at public, social, and business gatherings.
• Performing independent assessments and provide performance-related diagnosis/solutions
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Compiles data and analyzes past and current year training requirements to prepare budgets and justify funds requested. Provides regular reports as needed.
• Conducts needs analysis studies and confers with leaders to determine training needs.
• Build strong relationships with center leaders.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.

Knowledge of:

Campaign products, features and benefits for applicable campaigns, Computer programs including Word, Excel, Power Point, Outlook, Moodle, Prezy, VNS, NT; Training and sales techniques; Planning, organizing and direction of training curriculum. Company policies and procedures as outlined in Employee handbook.

Ability to:

Model effective classroom leadership style while demonstrating methods to reach multiple levels of learners; Exemplary platform skills; Manage multiple priorities; research using the internet, industry periodicals and libraries for new training techniques; check for understanding and re-teach information; Establish and maintain effective relationships with peers across intra-company departments; Train, supervise and evaluate staff performance. Multi-task, organize and prioritize changing work schedule to meet needs of department; Effectively communicate both orally and in written form to positively promote Etech; Public speaking; travel overnight occasionally for training classes, professional development and/or recruiting functions.

EDUCATION and/or EXPERIENCE:

Bachelor’s Degree from four-year college or university and two to four years related experience and/or training; or equivalent combination of education and experience. At least three years of teaching experience is preferred. At least 4 years of management/leadership experience with a proven track record of effective performance management and team building. Previous call center experience is a plus.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to clients, top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in analyzes training techniques and product information.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY

Maintains and completes processes of the benefits department such as leave of absence, employee eligibility, benefit enrollment and cancellations.

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

Oversees the Benefits Assistance responsibilities in the center as requested by Benefits Manager.

Basic Knowledge of: Government insurance regulations which include COBRA, FMLA and HIPA; Company policies and procedures as outlined in our employee handbook; Computer programs including Word, Excel, Access, and Power Point;

Job Title:

System Administrator I – Palm Beach Location

Department:

IT

Reports To:

IT Manager

FLSA Status:

Exempt

Salary Grade:

SN2

SUMMARY: The System Administrator’s role is to manage and tune in-house computer software systems and network connections to ensure high levels of availability and security of the supported business applications. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. Frequent travel between several locations in Palm Beach is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy & Planning

·         Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.

Acquisition & Deployment

·         Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.

·         Deploy workstations, servers, printers, scanners, firewalls, encryption systems, and all host security systems.

Operational Management

·         Manage all operating systems and end-user software.

·         Manage communications and connection solutions, including workstation connectivity,

·         local area networks, local email connectivity, intranet, and Internet applications.

·         Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.

·         Manage input/output fleet, including printers and scanners.

·         Work with other technical teams to manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

·         Perform network and security audits.

·         Perform and test routine system backups and restores.

·         Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, input/output fleet, and workstations. Escalate incidents as necessary.

·         Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

·         Support application development teams throughout project lifecycles.

·         Analyze system, server, application, network, and input/output device performance.

·         Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

·         Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.

·         Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services.

·         Manage and/or provide guidance to junior members of the team.

Work Conditions

·         40-hour on-site work week with on-call availability.

·         Frequent travel within the city is required.

·         Sitting for extended periods of time.

·         Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

·         Occasional inspection of cables in floors and ceilings.

·         Lifting and transporting of moderately heavy objects, such as computers and peripherals.

SUMMARY: The System Administrator’s role is to manage and tune in-house computer software systems and network connections to ensure high levels of availability and security of the supported business applications. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. Frequent travel between several locations in Palm Beach is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy & Planning

* Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.

Acquisition & Deployment

* Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.

* Deploy workstations, servers, printers, scanners, firewalls, encryption systems, and all host security systems.

Operational Management

* Manage all operating systems and end-user software.

* Manage communications and connection solutions, including workstation connectivity,

* local area networks, local email connectivity, intranet, and Internet applications.

* Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.

* Manage input/output fleet, including printers and scanners.

* Work with other technical teams to manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

* Perform network and security audits.

* Perform and test routine system backups and restores.

* Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, input/output fleet, and workstations. Escalate incidents as necessary.

* Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

* Support application development teams throughout project lifecycles.

* Analyze system, server, application, network, and input/output device performance.

* Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

* Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.

* Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services.

* Manage and/or provide guidance to junior members of the team.

Work Conditions

* 40-hour on-site work week with on-call availability.

* Frequent travel within the city is required.

* Sitting for extended periods of time.

* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

* Occasional inspection of cables in floors and ceilings.

* Lifting and transporting of moderately heavy objects, such as computers and peripherals.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of:

Operating systems such as Windows 7; 2000, NT, XP; Software programs such as VNS, NT, Outlook, Excel, Word, Power Point; Networking; and Basic computer hardware.

Company policies and procedures as outlined in the Employee handbook.

Ability to:

Perform the job duties of desktop support technician in addition to developing Network and Database administration skills; multi-task and reprioritize job duties as needed; Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make minor repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interprets common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver's license or other Government issued ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to handle, or feel; reach with hands and arms; stoop, kneel, or crouch; and talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate.

SUMMARY:

Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY:

Compiles payroll data to maintain payroll records by performing the following duties.

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to perform all the duties of the Payroll Clerk and must pass the Excel test with 80% or higher score. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUMMARY:

The QA coach will directly coach Sales Representatives and Quality Assurance Representatives by monitoring calls from sales teams and providing feedback to drive quality for assigned project.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUMMARY:

Prepares trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUMMARY:

Prepares trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUMMARY:

Prepares trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Service Specialist

Job Title: Customer Service Specialist

Department:  Operations

Reports To: Sales Coach

Location: Rusk 

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

As a Customer Service Specialist, you’ll:

·         Handles customer service inbound and outbound telephone calls

·         Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·         Works with customers on a daily basis to sustain and improve business relationships

·         Supports customer growth by asking for the business with every inbound call

·         Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·         Participates in outbound calling campaigns to retain existing customers and regain lost customers            

Requirements

Bring it. You're qualified if you:

·         Must have HS Diploma/GED

·         Must have customer service experience (1 yr for CS team)

·         Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency

·         Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting

·         Prefer 6 months experience in call center

·         Must be able to multi-task utilizing multiple online systems at one time

·         Must be very confident

·         Ability to work in an environment that changes rapidly

·         Must pass background check with no felonies and no financial charges

·         Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration.  Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client.  Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement. 

Account Leader Job Description

Job Title Account Leader

Department Operations

Reports To Site Leader

FLSA Status Exempt

Account Leader Requirements

May be responsible for 5,000 or more hours and/or manage multiple programs (6 or more

depending on the program complexity).

SUMMARY:

Manages sales activities of assigned programs and campaigns by performing the following duties

personally or through subordinate supervisors.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform

each essential duty satisfactorily. The requirements listed below are representative of the

knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may

be assigned.

1. Assigns Sales Coaches to work as leads for campaigns; oversees direction of all

Sales Coaches, Assistant Sales Coaches respective campaigns and programs.

2. Develops and implements strategic sales plans to accommodate corporate goals.

3. Directs sales forecasting activities and sets performance goals accordingly.

4. Works closely with Vendor manager (client) to review market analyses in

determining customer needs, price schedules, and discount rates.

5. Directs staffing, training, and performance evaluations to develop and control sales

program.

6. Directs channel development activity and coordinates sales distribution by analyzing

call distribution, hours/call commitments with customer, and current staffing.

7. Works as a Trusted Advisor to the client

8. Assigns sales campaigns to sales coaches.

9. Analyzes sales statistics to formulate policy and assist dealers in promoting sales.

10. Directs product simplification and standardization to eliminate unprofitable items

from sales line.

11. May represent company at trade association meetings to promote product.

12. Delivers sales presentations to key clients in coordination with CEO, VP of

Operations, or Program Implementation Director.

13. Meets with key clients, maintaining relationships and negotiating and closing deals.

14. Coordinates liaison between ops department and other internal units such as training,

recruiting, HR, program implementation, and IT.

15. Analyzes and controls expenditures of division to conform to budgetary.

requirements.

16. Assists other departments within organization to prepare manuals and technical

publications.

17. Prepares periodic sales report showing sales volume, potential sales, and areas of

proposed client base expansion.

18. Monitors and evaluates the activities and products of the competition.

19. Recommends or approves budget, expenditures, and appropriations for employee

incentives and contests.

20. Build strong relationships with Sales Coaches and senior management staff.

21. Be open and responsive to consistent coaching; take an active role in performance

planning and goal setting.

22. Act as a role model at all times, adhere to high ethical standards.

23. Take responsibility and initiative to develop core skills and competencies by being

involved in every facet of personal development.

24. Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

Manages subordinate supervisors who supervise a total of 30-600 employees in the Operations

Department. Is responsible for the overall direction, coordination, and evaluation of this unit.

Carries out supervisory responsibilities in accordance with the organization's policies and

applicable laws. Responsibilities include interviewing, hiring, and directing training of

employees; planning, assigning, and directing work; appraising performance; rewarding and

disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company

policies and procedures as outlined in Employee handbook; Computer programs including Word,

Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with sales coaches and team members, effectively

monitor, and evaluate job performance and coach and develop sales coaches and team members

as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university

preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common industry and technical journals, financial reports,

and legal documents. Ability to respond to common inquiries or complaints from customers,

regulatory agencies, or members of the business community. Ability to write speeches and

articles for publication that conform to prescribed style and format. Ability to effectively present

information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions,

and percentages.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to

interpret an extensive variety of technical instructions in mathematical or diagram form and deal

with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that

must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. 

 The employee is occasionally required to stand, walk, and reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities

required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are

representative of those an employee encounters while performing the essential functions of this

job. Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental

conditions. The noise level in the work environment is usually moderate.

SUMMARY 

Plans and administers policies relating to all phases of human resources activity including onboarding new employees and records management: Successfully investigates and resolves employee relations issues; Coordinates center-wide and community activities. All of this is done by performing the following duties personally or through subordinates.

 QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 SUPERVISORY RESPONSIBILITIES 

Directly supervises employees in the Human Resources Department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 Knowledge of: 

Applicable federal and state employment laws; Computer programs including Word, Excel, Power Point, and Outlook; payroll/employee systems; telephone system and its' functions; copier/scanner/printer. Company policies and procedures as outlined in Employee Handbook and Leadership Manual; General knowledge of Human Resources; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

 Ability to: 

Represent the company to all government agencies; Manage Company benefits; Defuse volatile situations; Motivate employees. Take initiative; Demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment; Develop and maintain effective working relationships with peers and across departments; Communicate effectively in both oral and written form; Clearly explain processes and policies; Perform detailed tasks with accuracy;  Use discretion; Learn additional technology applications such as in-house payroll/employee system; Successfully interface with clients (internal/external); Understand and exhibit a customer service orientation;

 EDUCATION and/or EXPERIENCE 

Bachelor’s degree preferred; or four to ten years related experience and/or training, or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification strongly preferred or current enrollment in a study program for HR certification preferred.

 LANGUAGE SKILLS 

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to speak effectively and use proper grammar with groups to effectively present information to top management, public groups, and/or boards of directors.

 MATHEMATICAL SKILLS 

Ability to apply advanced mathematical concepts.  Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

 REASONING ABILITY 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license.

Certified in Employee Law, Professional Human Resources or Senior Professional Human Resources, or SHRM-CP preferred.

 PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; sit; and use hands to finger, handle, or feel.  The employee is occasionally required to walk and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Job Summary:

The role of the Records Retrieval Specialist is to place outbound calls to records custodians with the purpose of completing records requests.  The Records Retrieval Specialist updates each record in the company operating system and also interacts with internal team members regarding records request and status updates.

Essential Duties and Responsibilities:

• Places high volume of outbound phone calls to records custodians (80+ per day)
• Answers incoming calls
• Inputs file notes into system
• Reaches specified call goal on a daily basis
• Regular attendance and timeliness
• Interacts with both internal associates and outside contacts in a professional manner at all times
• Ability to work overtime as requested
• Other duties as assigned

Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge base required.

• Outstanding organizational and time management skills
• Excellent communication skills and the ability to communicate with tact and diplomacy
• Attention to detail and the ability to concentrate for extended periods of time.
• Excellent time and attendance
• Ability to work in a team environment
• Proficient in Microsoft Office Suite to include Word, Excel and Outlook.
• Self-motivation
• Ability to make logical, informed decisions

 Education and Experience:

• 4 CXC's including English, CAPE Studies, Complete or presently pursuing studies in the Legal Field or similar field.
• Must have experience in Sales, Paralegal Exposure, General Legal Exposure, Administrative Assistant, Legal Assistant, Office Support, Executive Support or Legal Clerk.
• Must Enjoy Collections and Serving Others
• Should be Flexible- Monday-Friday workdays and be able to work overtime
• 2+ Years in a customer service, Collections or Call Center environment preferred or experience in an administrative environment.

Summary:  Customer Experience Specialist solicits order for products or services over the internet by performing the following duties.

Essential Responsibilities:

   Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered.

  Respond to multiple inbound chats; gather and verify required information as appropriate.

   Communicate with current and prospective customers using Internet and different software to give information and answer questions regarding current promotions and new or upgraded products.

  Quote prices and encourages customers to buy.

  Secures and places orders with others for filling and arranges delivery date.

  Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.

   Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.  Prepare report on sales activities - Sales Tracker.

  Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

  Be flexible in an environment by championing and embracing change.

We expect you to:

  Be Flexible in working hours which is a must.

  Comfort with and knowledge of how to use Microsoft Office, email etc.

  Excellent oral and written communication skills;

  An unerring attention to detail;

  The ability to multi-task answering numerous chats and navigating smoothly between chat and email

   A professional demeanor with the ability to take ownership of every chat and email and find a solution for every customer.

   The ability to think on your feet in a fast-paced environment where messages over chat and email come fast and furious;

   Experience working as part of a collaborative team - we work together to make sure shoppers have an exceptional customer experience every time they place an order.

Qualification Required: Any stream 12th  Standard pass out / any stream Graduate / Post Graduate with 18 year’s age along with Excellent Oral & Written Communication skills can apply.

Do you enjoy networking and going to social events with other professionals? Do you like helping find their ideal job? Do you wake up every morning with a smile because you enjoy doing positive things for others?

Are you a self motivated and driven? Are you a social butterfly who thrives on interaction with others? Are you hungry and passionate to make a difference?

If you answered yes to the questions above, then our vacant Recruiter position is the perfect fit for you! Our Assistant Director of Recruitment seeks to onboard a Recruiter for our growing contact center in Dallas, Texas immediately!

Qualifications:

• Establish focused recruiting plans for assigned center (weekly)
• Develop hiring strategies and outreach programs that will result in a sustainable talent pipeline
• Asses position requirements and appropriately match candidates to client needs
• Build strong relationships with Operation Sales Leaders, Recruiting Department and Operations Director for assigned center
• Ensure daily/weekly reports are completed by deadlines
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting
• Utilize Internet online recruiting sources to identify current trends and strategies in Call Center recruiting and recruit candidates for Operations (non-leadership) positions in assigned center
• Develop thorough understanding and knowledge of local labor market and creates strategy for branding Etech within qualified pool of applicants
• Proactively seek new avenues to attract candidates
• Flexibility on work hours-Some nights and/or weekends will be required
• Ability to travel between assigned centers weekly or within assigned territory 50% of the time
• Fill in as needed to support other locations
• Act as a role model at all times
• Coordinate participation, set up display, and work at job fairs, career fairs, and other recruiting events.
• Develop and maintain contacts with schools, alumni groups, and other public organizations to find and attract applicants
• Build relationships with media to know sources for advertising
• Represent employer during community projects and at public, social, and business gatherings
• Make public presentations at schools, organizations, and job fairs regarding the organization and opportunities
• Work with Recruiting Team to utilize existing volunteer team members for recruiting events

Requirements:

• HS Diploma or GED
• Industry relevant training or relevant Job experience
• Strong oral communication and written skills
• Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
• Ability to multitask with a high level of detail
• Proactivity and ability to work efficiently and independently
• Desire for continuous development and have the passion to learn
• High attention to detail and strong organizational skills
• Strong technical skills in google applications, MS Office, Mac, etc
• Interpersonally savvy and thrives off delighting people/customers

Perks:

• Tuition Reimbursement (We invest in your future!)
• 401K
• Dental
• Medical
• Vision
• Daycare Reimbursement
• Opportunities for growth (Over 90% of our promotions stem from internal sources!)

Summary   :         Real-time Analyst - Is responsible for supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

·         Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.

·         Sends day-end reports to management team

·         Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any

·         Reports intra-day schedule changes to the Supervisors/Manager.  i.e., same day callouts and develops a plan to meet schedule requirements.

·         Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.

·         Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers). 

·         Assigning schedules for all reps.

·         Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.

·         Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.

·         Build strong relationships with Team Leader, and team members.

·         Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

·         Act as a role model at all times, adhere to high ethical standards.

·         Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

·         Be flexible in an environment by championing and embracing change.

Ability to:             Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

Knowledge of:     Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

                              This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload or technological developments).

Etech, the leading provider of customer engagement solutions for many of the world's trusted brands, is seeking a Recruiting Intern to being immediately! We are looking for a social butterfly to support our growing and energetic Recruiting Team.! If you are self motivated, highly organized and extremely proactive-this vacancy is the perfect match for your resume!

What You Will Be Doing:

• Support in the recruiting process
• Assist in scheduling and coordinating onsite interviews
• Support Recruiting team with various tasks including data entry
• Scan, file and archive paperwork
• Run Recruiting errands as needed
• Assist with special projects and research
• Work proactively with other Recruiting Team Members
• Prioritize activities for the best interest of the team when working on multiple projects
• Handle employee requests and deliver quality solutions when able, or escalate request to a more senior team member
• Use current social platforms to assist with creating a consistent pipeline of talent
• Provide top notch end to end candidate experience
• Assist in managing third party vendor relationships
• Assist the Recruiter with communication with applicants/candidates and is responsbile for staying in touch with job applicants
• Assist with the management of job postings on career sites and external job boards
• Assists the Leader of Recruiting by sourcing candidates, scheduling interviews, whether onsite, via phone or video conference

Requirements:

• HS Diploma or GED
• Industry relevant training or relevant Job experience
• Strong oral communication and written skills
• Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
• Ability to multitask with a high level of detail
• Proactivity and ability to work efficiently and independently
• Desire for continuous development and have the passion to learn
• High attention to detail and strong organizational skills
• Strong technical skills in google applications, MS Office, Mac, etc
• Interpersonally savvy and thrives off delighting people/customers

Perks:

• Tuition Reimbursement (We invest in your future!)
• 401K
• Dental
• Medical
• Vision
• Daycare Reimbursement
• Opportunities for growth (Over 90% of our promotions stem from internal sources!)

Etech, the leading provider of customer engagement solutions for many of the world's trusted brands, is seeking a Recruiting Intern to being immediately! We are looking for a social butterfly to support our growing and energetic Recruiting Team.! If you are self motivated, highly organized and extremely proactive-this vacancy is the perfect match for your resume!

What You Will Be Doing:

• Support in the recruiting process
• Assist in scheduling and coordinating onsite interviews
• Support Recruiting team with various tasks including data entry
• Scan, file and archive paperwork
• Run Recruiting errands as needed
• Assist with special projects and research
• Work proactively with other Recruiting Team Members
• Prioritize activities for the best interest of the team when working on multiple projects
• Handle employee requests and deliver quality solutions when able, or escalate request to a more senior team member
• Use current social platforms to assist with creating a consistent pipeline of talent
• Provide top notch end to end candidate experience
• Assist in managing third party vendor relationships
• Assist the Recruiter with communication with applicants/candidates and is responsbile for staying in touch with job applicants
• Assist with the management of job postings on career sites and external job boards
• Assists the Leader of Recruiting by sourcing candidates, scheduling interviews, whether onsite, via phone or video conference

Requirements:

• HS Diploma or GED
• Industry relevant training or relevant Job experience
• Strong oral communication and written skills
• Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
• Ability to multitask with a high level of detail
• Proactivity and ability to work efficiently and independently
• Desire for continuous development and have the passion to learn
• High attention to detail and strong organizational skills
• Strong technical skills in google applications, MS Office, Mac, etc
• Interpersonally savvy and thrives off delighting people/customers

Perks:

• Tuition Reimbursement (We invest in your future!)
• 401K
• Dental
• Medical
• Vision
• Daycare Reimbursement
• Opportunities for growth (Over 90% of our promotions stem from internal sources!)

Job Title: Customer Service Agent

Department: Operations

Reports To: Team Leader

Location: Nacogdoches

Summary:

We're hiring Customer Service Agents for our contact center operations in Nacogdoches. Etech is a contact center company and our people are the backbone of our business. When customers call us, our agents answer the phone, make connections, answer questions, solve problems, and get people happily on their way.

The Customer Service Agent should be patient, empathetic, and passionately communicative. The agents should put themselves in our customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and you can gather that for us.

Are you ready to be successful, advance your career, make friends, and do meaningful work that makes a difference to people? Join our global team and fuel your passion for work and life.

As a Customer Service Agent, you'll:

• Work in our call center, wear a headset and talk to customers who call you over the phone. Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
• Provide quality service to customers through a thorough knowledge of products and services. We're here to help them.
• Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both.
• Enter data into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Follow all compliance guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

When you join Etech, we will:

• Instantly make you part of our global family of diverse people focused on making really good customer experiences happen.
• Start you off with an hourly pay, above the minimum wage.
• Give you ways to earn more every single month through bonus and incentives.
• Show you a clear path and provide the tools you need to earn more responsibilities and promotions.
• Offer you the benefits you'd expect, plus some surprise perks you'll appreciate.
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements

Bring it. You're qualified if you:

• Are at least 18 years old.
• Have a high school diploma or GED.
• Are legally eligible to work in the United States.
• Strong computer navigation skills and PC Knowledge.
• Are adaptable to changing situations.
• Have a naturally positive attitude.
• Pass a drug test and criminal background check.
• Courteous with strong customer service orientation.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment 

Kick-Start an Amazing Career Today!

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

As a Customer Service Specialist, you’ll:

·         Handles customer service inbound and outbound telephone calls

·         Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·         Works with customers on a daily basis to sustain and improve business relationships

·         Supports customer growth by asking for the business with every inbound call

·         Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·         Participates in outbound calling campaigns to retain existing customers and regain lost customers            

Requirements

Bring it. You're qualified if you:

·         Must have HS Diploma/GED

·         Must have customer service experience (1 yr for CS team)

·         Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency

·         Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting

·         Prefer 6 months experience in call center

·         Must be able to multi-task utilizing multiple online systems at one time

·         Must be very confident

·         Ability to work in an environment that changes rapidly

·         Must pass background check with no felonies and no financial charges

·         Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration.  Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client.  Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement. 

Would you like to apply for this job?

Job Summary:

This position is responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations. These entities offer retail natural gas or electricity to residential and commercial customers across the country. Individual must excel in a dynamic, troth oriented, team environment. Spark Energy is committed to providing outstanding customer service, and this individual must personify this attitude.

Summary Of Essential Job Functions:

·         Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner

·         Research account status and identify account issues

·         Address billing inquiries and resolve billing disputes

·         Process disconnection and reconnection requests

·         Enroll customers and resolve enrollment issues

·         Provide price quotes to prospective customers

·         Follow up with customers to attain required account information

·         Initiate collection activity on past due accounts and process disconnection and reconnection requests

·         Respond to emailed customer inquiries with factually and grammatically correct written communications

·         Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role

·         Track performance against targets

·         Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries

·         Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.

Minimum Requirements:

·         Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred

·         Bilingual (English/Spanish) strongly preferred

·         Must be flexible to work a variety of shifts between the hours of 7:00 AM – 7:00 PM Monday – Saturday (approximately 40 hours worked per week)

·         Previous sales experience required

·         Experience in natural gas retail market preferred

·         Experience in similar markets such as utilities, telecom, or cable preferred

·         High School diploma, GED, or equivalent math and English skills required

·         Outstanding phone etiquette and polished communication skills (written and verbal)

·         Excellent listening skills

·         Ability to maintain a calm demeanor when dealing with agitated customers

·         Attentive to detail and committed to high quality customer service

·         Strong quantitative, analytical, and problem solving skills

·         Willingness to identify problems and suggest process improvements

·         Proficiency in Windows environment and MS Word and Excel applications

·         Solid data entry skills

Job Title: Customer Service Agent

Department: Operations

Reports To: Team Leader

Location: West Palm Beach, FL

Summary:

We're hiring Customer Service Agents for our contact center operations in West Palm Beach, FL. Etech is a contact center company and our people are the backbone of our business. When customers call us, our agents answer the phone, make connections, answer questions, solve problems, and get people happily on their way.

The Customer Service Agent should be patient, empathetic, and passionately communicative. The agents should put themselves in our customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and you can gather that for us.

Are you ready to be successful, advance your career, make friends, and do meaningful work that makes a difference to people? Join our global team and fuel your passion for work and life.

As a Customer Service Agent, you'll:

• Work in our call center, wear a headset and talk to customers who call you over the phone. Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
• Provide quality service to customers through a thorough knowledge of products and services. We're here to help them.
• Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both.
• Enter data into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Follow all compliance guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

When you join Etech, we will:

• Instantly make you part of our global family of diverse people focused on making really good customer experiences happen.
• Start you off with an hourly pay, above the minimum wage.
• Give you ways to earn more every single month through bonus and incentives.
• Show you a clear path and provide the tools you need to earn more responsibilities and promotions.
• Offer you the benefits you'd expect, plus some surprise perks you'll appreciate.
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements

Bring it. You're qualified if you:

• Are at least 18 years old.
• Have a high school diploma or GED.
• Are legally eligible to work in the United States.
• Strong computer navigation skills and PC Knowledge.
• Are adaptable to changing situations.
• Have a naturally positive attitude.
• Pass a drug test and criminal background check.
• Courteous with strong customer service orientation.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment 

Kick-Start an Amazing Career Today!

Job Title: Site Director

Department: Operations

Reports To: AVP

Location: Jamaica

Why Etech Global Services?

Great experiences don’t happen by chance. At Etech, we have an engaging work environment that allows our team members to grow. Etech is a servant leadership organization that believes in making a remarkable difference for our people, our customers, and within our communities. We have a fun and rewarding culture that performs best where everyone feels appreciated and valued. Don’t gamble with your career, because with Etech it’s a sure WIN. A world of opportunity is waiting. Let’s get started!

Job Synopsis:

At Etech, our people make the difference, which is why we are so committed to creating a winning culture.  As a Site Director, you will be leading by example and create high sense of engagement, to help solve tough performance challenges that impact our people and customers. You need to convey your passion and be a culture warrior who is adaptable to different and sudden changes and have a practical mindset to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

A Day in The Life of Etech Site Director Includes:

·         You will be responsible for leading between 200-250 seats

·         Maintain high customer satisfaction ratings that meet company standards

·         Be a strategic thinker, who is not afraid to disrupt and challenge Business As Usual (BAU) to drive positive change

·         Understands the importance of creating a support system for our team that will equip & reward them for success today, as well as ensure they are well prepared for the opportunities of tomorrow

·         Plan day-to-day operations strategically and creates a support system for our people that equips and rewards them for success

·         Maintain regular client contact, solve complex issues, and anticipate and plan for the challenges involved in the business

·         Plan, assign and delegate work as well as appraise performance; reward and discipline team members; address complaints and resolve issues

·         Read, analyze, and interpret common professional and technical journals, financial reports, and legal documents

·         Define problems, collects data, establish facts, and draw valid conclusions

·         Maintain, develop and report pertinent operational statistics, financial management information, and results

·         Establish and maintain productive, professional relations with all the team members

·         Responsible for the overall direction, coordination, and evaluation of assigned department personnel

·         Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws

·         Ensure business strategies are aligned with organization and client’s objectives and expectations

·         Proactively seek out improvement opportunities and build a strong client relationship

·         Proactively assesses, clarifies, and validates customer needs on an ongoing basis

·         Provide continual communication to enhance service effectiveness in dealing with critical issues

·         Assists in the design and planning of organization’s growth strategies, implementation of the necessary programs, and communication of the best practices to the team

·         Coordinates weekly meeting with cross-functional departments to ensure partnership and alignment on goals and tactics for the center

What You Need:

·         Organizational and Leadership Skills with Problem Solving Ability

·         Process Improvement

·         People Management Skills

·         Managing Processes/Programs

·         Strong mentoring and relationship building skills

·         Outstanding communication and interpersonal skills

·         Strong Reasoning Capabilities

Qualifications:

·         Create a winning culture for our people, our customers and within our communities

·         Minimum of 5 years experience in a Call / Contact Center Environment

·         Proficient in the use of Outlook, Excel, PowerPoint, (Microsoft Office Products)

·         Exceptional ability to develop and manage results-oriented processes

·         Bachelor’s degree or higher

Work Hard, Play Hard! APPLY NOW!

Summary :

We’re hiring online chat representatives for our contact center operations in Lufkin, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

• Help customers using chat technology
• Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!
• Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

• Start you off with an hourly pay, well above the minimum wage
• Give you ways to earn more every single month through commissions, bonuses, and incentives
• Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
• Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
• Offer you the perks and benefits you’d expect, plus some surprise perks you’ll appreciate
• Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements:

Bring it. You’re qualified if you:

• Are at least 18 years old
• Typing speed 40 wpm
• Have a high school diploma or equivalent required
• Have excellent verbal, written, listening skills and know your way around a keyboard
• Love to help people
• Are ready to be part of a team and contribute to Etech’s success
• Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
• Are a go-getter with excellent research and customer service problem-solving skills
• Excellent with Word, Excel, and Window
• Can pass a criminal background check and a drug screen

Salary:

Summary:

The EI department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and emails) and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the policies and procedures per the pre-defined guidelines of the campaign.

The person will work closely with QA Leads as well as Operations/Client contacts to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and completing quality audits for assigned campaigns (clients).

Essential Responsibilities:

• Completes quality audits in accordance with current campaign guidelines.  Uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.
• Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level.
• Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions.
• Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations.
• Assists with routine and ad hoc requests. Supports projects and initiatives within the department.
• Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information.

Core Competencies/Skill Set:

• Good oral & written German/English skills
• Exceptional listening and analytical skills, Strong interpersonal communication skills
• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Education And /or Experience:

• Graduate or equivalent with proficiency in MS Office – Outlook, Word, Excel, and PowerPoint

We expect you to:

• Be Flexible in working hours which is a must.

Telephone Customer Service Agents assist customers with non-sales related issues. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:  None

Knowledge of:  Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  The employee frequently is required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Are you a Computer Guru looking for a great company to work for?

Summary

Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

Primary Responsibilities:

• Identify, research and resolve all technical issues
• Perform workstation hardware diagnostics and repairs
• Add and modify users in Active Directory and Microsoft Exchange Server
• Troubleshoot third party applications
• Troubleshoot user profile issues
• Troubleshoot performance issues
• Troubleshoot printing issues
• Configure, network and share printers
• Print server management
• Manage users in hosted services (ie: Office 365)
• Configure wireless access points and troubleshoot wireless connectivity
• Know how to install routers, switches, and access points at customer location
• Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
• Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
• Troubleshoot file permissions issues
• Troubleshoot performance issues that affect user experience
• Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution.

Knowledge of:

• Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
• Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
• Excellent customer service skills over the phone , in person or via email
• Ability to follow through and make sure issues are resolved
• Ability to quickly learn new skills and technologies
• Ability to troubleshoot issues from the bottom up
• Ability to stay on task and multitask with minimal supervision
• Has or is currently working towards a Microsoft Certification preferred

Education and/or Experience:

Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

Work Experience:

• Customer Service: Excellent customer service skills over the phone , in person or via email
• Workstation hardware installation, diagnostics and repairs
• Software troubleshooting
• Troubleshooting PC performance issues: Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
• Using and troubleshooting the Microsoft Office suite: Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
• Installation and Configuration of basic networking devices

Preference will be given to those with Understanding of:

• Active directory and directory structures
• Managing users in hosted services (i.e.: Office 365)
• Computer networking

Preferred certifications:

• CompTIA A+
• CompTIA Net+
• CCENT: Cisco Certified Entry Networking Technician
• MTA: Microsoft Technology Associate 

Preferred skills:

·         Strong Communication Skills

·         Prior Customer Service Experience

·         Experience with Ticketing Systems 

Job Title:                        Sales Coach/Team Lead

Department:                   Operations

Reports To:                    Operations Manager

SUMMARY:

Coaches and develops team of sales agents to achieve their individual performance goals as well as team goals by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Must have experience in Sales-Hotel Industry or Medical Billing, Insurance.

SUPERVISORY RESPONSIBILITIES:

In conjunction with a Sales Coach, supervises approximately 15 FTE's on a Sales Campaign in the Operations Department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of:

Campaign products and/or services being offered, VNS operating system, Company policies and procedures as outlined in Employee handbook; Computer programs such as Word, Excel, Power Point, Outlook and Access and applicable campaign programs.

Ability to:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or university; or related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. 

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

SUMMARY:

Coaches and develops team of team members and sales coach(es) to achieve their individual performance goals as well as team goals and is the primary driver in achieving campaign performance expectations working with the account leader in managing the sales activities of an assigned program or campaign with three or more sales coaches by performing the following duties.

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

May directly supervise approximately 15 FTE's plus one or more Sales Coaches and their respective teams on a Campaign in the Operations Department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Acts as liaison between campaign sales coaches and account leader.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with sales coaches and team members, effectively monitor, and evaluate job performance and coach and develop sales coaches and team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required.  Bachelor's degree from a four-year college or university preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. 

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk and hear.  The employee frequently is required to walk and use hands to finger, handle, or feel.  The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

SUMMARY:

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Knowledge of:

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms.  The employee is occasionally required to stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Summary:

The VDI (Virtual Desktop Infrastructure) Senior Systems Administrator shall assist with administration, implementation, and configuration for the following VDI solution to include but are not limited to VMWare, Storage, Active Directory, Exchange, Virtual Desktop Infrastructure and Capacity Optimization. Candidates for the position require strong analytical and problem-solving skills, and must be knowledgeable about implementing VDI infrastructure practices to optimize, transform, and ensure the customer’s compliant, efficient, and effective use of the resources. The VDI Administrator will administer and deliver end-to-end automated solutions that include the technical implementation of Information Technology Infrastructure Library (ITIL) processes, workflow customization, virtual infrastructure, storage infrastructure, resource optimization, and system configurations.

Education:

Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications:

• 3-5 years of directly related experience in systems administration and analysis .
• 3-5 Years’ experience in administering Windows 2012/2016 Server and Active Directory.
• Responsible for Root cause analysis
• Responsible for Resolving Escalated issue.
• Will have to report the daily issues handled / escalated in the form of Daily reports.
• Knowledge on ESX servers from command line
• Knowledge of Citrix server, Xenapp, XenDesktop.
• Monitoring and Performance analysis on VDI Servers and VMs
• Patching of severs and VMs
• Ability to work with VSPHERE / VDI Consolidated Backup / Virtual machine backups
• Hands on experience on Citrix VDI solution
• VMware Certified Professional (VCP) in Data Center Virtualization (DCV) and/or Desktop and Mobility (DTM) are desired.

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone by performing the following duties.

QUALIFICATIONS:

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:  None

Knowledge of:  Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  The employee frequently is required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone by performing the following duties.

QUALIFICATIONS:

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:  None

Knowledge of:  Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  The employee frequently is required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Summary :

We’re hiring online chat representatives for our contact center operations in Nacogdoches, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

• Help customers using chat technology
• Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!
• Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

• Start you off with an hourly pay, well above the minimum wage
• Give you ways to earn more every single month through commissions, bonuses, and incentives
• Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
• Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
• Offer you the perks and benefits you’d expect, plus some surprise perks you’ll appreciate
• Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements

Bring it. You’re qualified if you:

• Are at least 18 years old
• Typing speed 50 wpm
• Have a high school diploma or equivalent required
• Have excellent verbal, written, listening skills and know your way around a keyboard
• Love to help people
• Are ready to be part of a team and contribute to Etech’s success
• Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
• Are a go-getter with excellent research and customer service problem-solving skills
• Excellent with Word, Excel, and Window
• Can pass a criminal background check and a drug screen

Salary

• Paid training at $11/hr
• Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

Summary :

We’re hiring online chat representatives for our contact center operations in Rusk, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

• Help customers using chat technology
• Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!
• Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

• Start you off with an hourly pay, well above the minimum wage
• Give you ways to earn more every single month through commissions, bonuses, and incentives
• Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
• Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
• Offer you the perks and benefits you’d expect, plus some surprise perks you’ll appreciate
• Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements

Bring it. You’re qualified if you:

• Are at least 18 years old
• Typing speed 40 wpm
• Have a high school diploma or equivalent required
• Have excellent verbal, written, listening skills and know your way around a keyboard
• Love to help people
• Are ready to be part of a team and contribute to Etech’s success
• Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
• Are a go-getter with excellent research and customer service problem-solving skills
• Excellent with Word, Excel, and Window
• Can pass a criminal background check and a drug screen

Salary

• Paid training at $11/hr
• Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

Telephone Customer Service Agents assist customers with non-sales related issues. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:  None

Knowledge of:  Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  The employee frequently is required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.  The noise level in the work environment is usually moderate.

Summary :

We’re hiring online chat representatives for our contact center operations in Dallas, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

• Help customers using chat technology
• Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
• Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!
• Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

• Start you off with an hourly pay, well above the minimum wage
• Give you ways to earn more every single month through commissions, bonuses, and incentives
• Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
• Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
• Offer you the perks and benefits you’d expect, plus some surprise perks you’ll appreciate
• Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
• Tenure Raises
• Weekend and overnight differential pay
• Health, dental, vision insurance
• Tuition and childcare reimbursement
• 401K Plans

Requirements

Bring it. You’re qualified if you:

• Are at least 18 years old
• Typing speed 50 wpm
• Have a high school diploma or equivalent required
• Have excellent verbal, written, listening skills and know your way around a keyboard
• Love to help people
• Are ready to be part of a team and contribute to Etech’s success
• Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
• Are a go-getter with excellent research and customer service problem-solving skills
• Excellent with Word, Excel, and Window
• Can pass a criminal background check and a drug screen

Salary

• Paid training at $13.00/hr
• Shift pays $14/hr, $14 on weekends