Job Location : Indianapolis,IN, USA
Description:
Leidos is currently hiring entry-level CSR's, Multi-Family CSR's, and Mortgage CSR's for their next class, starting on July 8th. Below are job descriptions for each position:
MULTI-FAMILY OPENINGS ($23.33/HR):
-Assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs.
-You may also assist homebuyers and homeowners with requests related to purchasing and owning a home.
-This team will be taking calls from people being evicted or people who are homeless and looking for resources - empathy is a must!
-Field phone calls on multifamility rental requests including tenant complaints
-Provide information and resources to customers to deliver customer service excellence
-Use knowledge base to answer customer requests
-Document customer phone communications in an internal database
Skills:
customer service, call center, customer support, bilingual, spanish, mortgage loan origination, mortgage loan processing, mortgage underwriting
Top Skills Details:
customer service,call center,customer support
Additional Skills & Qualifications:
MUST HAVE - MULTI FAMILY
- Be able to work until 8:00pm starting out
- 2 years of property management experience
- 1 year of contact center experience or telephone customer service experience (think receptionist, admin, etc.)
- HS Diploma or GED
Performance Expecatations:
- Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.
- Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds
- Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.
- Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.
- Adherence: CSRs will maintain schedule adherence of more than 96%.
- Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.
- Escalation Errors: CSRs will maintain an average error rate of 3% or less
Experience Level:
Entry Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.