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23 days old

Call Center - 100% Remote (PST or MST preferred)

Kelly Services
Reno, NV 89505 Work Remotely
For 70 years, Kelly Services has provided outstanding employment opportunities to the most talented individuals in the marketplace. Today, we are proud to offer a fully remote **Customer Service Representative** need with Maximus.


**Job Title:** Customer Service Representative - Unemployment Assistance


**Location:** 100% remote


**Equipment needs:** you must provide your own equipment, **see below requirements for the following** : laptop/desktop, ethernet cord, headset, smartphone


**Pay Rate:** $17/hr, $19/hr for bilingual Spanish


**Type of role:** Open ended contract as it is federally funded and based on need (current CSR needs are funded for up to a year)


**Start Date:** August 9th


**Hours of operation:** M-F 8am 8pm **PST**


+ Training will be the first full week from 8am 5pm **PST** . Must be available for all 5 days for training as it is rigorous and packed with information.

+ Normal schedules will fall anywhere in the hours of operation for a total of 40 hours per week

+ You MUST be available for any and all shifts that could fall within these hours of operation.


**Job Summary:** Call Center environment, you will be trained on calls, email correspondence for Nevada State Unemployment as well as Federal Pandemic Unemployment Assistance


**Requirements:**


+ Call Center experience extremely preferred.

+ **Must own a personal laptop or desktop that meets internet speed MINIMUM requirements and a headset.** (BYOD form will be sent during our call to ensure your computer meets these requirements)

+ Ability to stay CALM under pressure and tense situations. Unemployment calls can be high stress dealing with emotional claimants. Ability to de-escalate a call is key!

+ Minimum of intermediate computer skills. These agents will be toggling between multiple programs/systems during a single call. Navigating the programs, listening to claimants, asking questions, documenting the call all while being on the phone WILL happen.

+ **Agents from all time zones will be accepted but PST is preferred just based on the hours of operation. An EST candidate COULD end up on a call until 8:30 or 9pm PST which would be nearly midnight EST. Calls will come in until 8pm PST.**


**Equipment Requirements: Screenshots will be required**


**1. Home internet:** _Please google speed test for accurate results._


1. Minimum Requirement: 20 Mbps download speed; 5Mbps upload

2. Preferred: 25+ Mbps download speed; 10+ Mbps

3. Cat5e Ethernet cable connection preferred for stability and increased bandwidth

4. No mobile hotspots


**2. PC Processor (CPU)**


1. Minimum: Intel i3, AMD Athlon Pro 200U, or equivalent

2. Preferred: Intel i5, AMD Ryzen 5, or better


**3. PC Memory**


1. Minimum: RAM Memory: 4 GB of RAM

2. Preferred: 8+ GB RAM


**4. PC Hard Drive Storage**


1. Minimum 64 GB HD, 30 GB free

2. Preferred 128 GB SSD or 5400 RPM, 50 GB free


**5. PC/Operating System**


1. Windows 10

2. Mac 10.15

3. Chromebook (ChromeOS must be updated to most recent version, versions launched before 2019 may not be compatible, must have Google play store and be able install AWS Workspace client)*


**6. Headset**


Minimum Requirements


+ Connect to your PC via headphone jack, USB

+ Have a built-in microphone of sufficient quality that callers are able to hear you clearly

+ Have speakers sufficient that you are able to hear callers clearly

+ If wireless, have sufficient battery life capability to last through a full 8 hour shift

+ Be approved by management during a training call to ensure that audio quality is sufficient

+ Be able to pass the Genesys Diagnostic test ensuring the device has sufficient audio quality to manage calls


Recommended:


+ USB Connection preferred

+ Audio device can be worn by CSR comfortably for 40 hour work week

+ Device has sufficient return policy to return if it does not meet requirements during the training/testing period


**7. Smartphone**


1. Minimum Requirements: Android or Apple smartphone with working camera and capability of installing applications necessary for daily system login


**_Note_** _: Background program and processes may affect the performance of a computer regardless of hardware/software/internet requirements being met. Equipment must be able to run all project programs/processes which primarily include Genesys PureCloud and AWS Client._


**_This position is NOT recruited by your local Kelly branch. To be considered for this position, submit your resume through the job board this process._**


**Why Kelly** **** **?**


Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-09-03 Expires: 2021-10-04

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Call Center - 100% Remote (PST or MST preferred)

Kelly Services
Reno, NV 89505

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