Customer Service Representative

About Us

FHC is a growing, family-owned company established in 1999, and we invite you to be part of our team. We are seeking motivated and compassionate individuals committed to delivering exceptional customer experience while adhering to federal and state guidelines. We maintain safety protocols that meet or exceed required standards and proudly serve a diverse portfolio of clients across both public and private sectors.

We’re hiring exceptional Customer Service Representative's for an exciting opportunity supporting a Federal Contract. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment. You will be required to obtain a Federal public trust clearance. Once hired, for this process you will submit an application that includes personal and employment history, complete a fingerprinting process, and undergo an extensive background investigation.

**Candidates must be eligible to obtain a Public Trust clearance, which requires U.S. citizenship. Employment is contingent upon the successful completion of a background investigation consistent with federal Public Trust requirements, which may include a credit check.

Project Hours of Operation: Monday – Friday 8:00AM -10 PM EST

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Manage a high volume of back-to-back inbound calls in a fast-paced contact center environment.

• Deliver consistent, efficient call handling while maintaining professionalism and accuracy under time pressure.

• Operate multiple applications, databases, and computer programs.

• Offer superior customer service, soft customer service skills.

• Adhere to quality review of task handled, note accuracy.

• Meet or exceed FHC Key Performance Indicator (KPI) expectations, including call handling metrics and quality standards.

• Provide feedback to management regarding concerns and trends.

• Maintain high adherence, occupancy, & utilization within systems, and daily activities.

Competencies:

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• Ability to handle sensitive and private information
• Well organized, results driven, and able to work in a fast-paced environment.
• Ability to resolve challenging situations calmly and professionally.
• Ability to manage time and prioritize

Preferred Education and Experience:

• Previous experience in a high-volume inbound call center required
• At least 1 year of customer service experience
• Strong data entry and typing skills
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat
• High school diploma or equivalent
• Bilingual Spanish is a plus
• Veterans encouraged to apply

Work Environment:

• Federal and State contractor call/contact center along with Account Receivable Management
• Remote with location-based hiring requirements.

WFH Requirements:

• Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 Mbps for Upload and Download speeds.
• Private, quiet, and distraction free room/office space
• Adhere to Telecommute Policy in its entirety

Physical/Mental Demands

Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

Security Clearance Requirements

• Must be able to pass Federal background screening and/or state level criminal background screening.

This job description provides the basic requirements for this role and may include additional functions not listed.

An Affirmative Action / Equal Opportunity Employer

F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected class under applicable law. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability

If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.

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