Contact Center Agent

Contact Center Agent Must be US Citizen or Green Card holder W-2 Full Time Hourly and Seasonal Position 100% Remote - Must reside in the US full time Brandt Information Services is a leading provider of technology and marketing services for state wildlife and parks agencies, revolutionizing how agencies connect with and serve the public. From planning a camping trip to purchasing a hunting or fishing license, our solutions streamline the outdoor recreation experience. Every transaction — whether a boat registration, campground reservation, or educational event ticket—contributes to conservation efforts and enhances outdoor recreation opportunities. The Contact Center Agent serves as the first point of contact for customers seeking assistance with outdoor recreational activities and related services. This role is responsible for answering inbound calls, making outbound calls (when necessary), and ensuring high-quality customer experience. Agents will use critical thinking, professionalism, and strong communication skills to resolve inquiries efficiently, document interactions accurately, and support state agency partners. Depending on level, agents may also mentor peers, assist with training, and handle escalated customer service issues, contributing to a positive and effective contact center environment. Job Responsibilities Meet or exceed department / team defined metrics and targets. Attend regular coaching sessions with Assistant Manager, receive and act upon performance-related feedback timely. Accept inbound phone calls from customers seeking assistance with outdoor recreational activities and related services. Provide callers with application/website support and basic troubleshooting support. Answer basic inquiries about regulations while navigating internal knowledge base articles and the state wildlife agency website. Processing sales for customers, following client specific issuance requirements and procedures. Handle escalated customer service situations or calls from customers, agents, and staff. Accurately document all interactions according to the standard operating procedure. Utilize all available resources with focus on first-call resolution. Provide basic hardware and application troubleshooting including internet connectivity, site access, user account management, password rests, technical site issues, and more - for external agent support. If multi-lingual, assist with calls and customer support when requested. Staff I and higher levels may assist in mentoring or training support to new hires and/or other Contact Center agents on call-handling skills. Other responsibilities as assigned by the Contact Center Assistant Manager. Job Competencies Critical thinking. Strong computer and internet skills. Professionalism. Strong written and verbal communication skills. Amazing customer service. All applicants are required to take a skills assessment test. Experience in customer service and/or call center preferred but not required. Workspace free from excessive noise, distractions, and interruptions that could impede the agent’s ability to carry out their duties efficiently. Must demonstrate the ability to pass a thorough background check as required by state agency clients, which may include a fingerprint background check for certain projects. Please Note: this opportunity is a 6 month temporary role. What You Will Need Associate Strong customer service and communication skills (verbal and written); able to maintain a positive and professional tone with customers. Ability to follow departmental processes and procedures with occasional guidance. Ability to meet (or exceed) all department / team defined metrics and targets, after probationary period. Basic technical troubleshooting skills and proficiency with common software applications (e.g., browsers, office tools). Basic understanding of product lines and services contributes to at least one large campaign. Demonstrates accountability by meeting deadlines and consistently following through on commitments. Willingness to learn, adapt to feedback, cross train on additional campaigns, and embrace self-development opportunities Compensation: Here at Brandt, we understand that highly satisfied employees are key to a thriving company. This is why we offer: The selected candidate should have the skills, qualifications, and experience consistent with an Associate level within Brandt’s job architecture. The compensation rate is $13.00 per hour with eligibility for variable compensation program. Brandt Information Services, LLC is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status. Please direct all questions/inquires to [email protected]