Call Center Representative

@ Portfolio

Overview

Are you someone with call center or customer service experience, and the ability to process change positively? At Portfolio, we pride ourselves on our responsive, innovative, efficient, and sincere service standards (R.I.S.E). We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service experience.

Note: Local candidates will be considered for this role as initial onsite training at Portfolio's Strongsville, OH, is mandatory.

Benefits

Portfolio offers a comprehensive benefits package which includes:

• Paid Company Holidays
• Paid Time Off including Flex Time and Volunteer Time
• Health/Dental, Vision Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Lucrative Monthly Bonus Opportunities and Referral Bonus
• 401(k) and Monthly Associate Breakfasts
• Reputation Management Program with Monetary Prizes
• Additional associate perks

Role Overview

As a Call Center Representative (Maintenance Pre-Notification Specialist) at Portfolio, you will help protect the interests of the administration company by following contract guidelines, educating customers, and assisting dealers. You will provide world-class customer service even in challenging situations, aiming for one-call resolution and exceptional customer experience.

Essential Functions

• Provide exceptional customer service in a high-volume, KPI-driven contact center.
• Handle Maintenance Pre-Notification calls and process inspection records.
• Follow scripting and call flow guidelines, with use of dealer notes and templates.
• Log detailed notes in Vander and process RV Inspection Record updates.
• Assist with follow-up processes and customer call back procedures using HubSpot and email templates.

Work Schedule & Compensation

Training Schedule (on-site in Strongsville, OH for 2-4 months): Monday - Friday, 9:00 am - 5:30 pm. Post-training remote schedule: Monday - Friday, 10:00 am - 6:30 pm. Starting pay is $20.00 per hour plus monthly bonus eligibility after 60 days.

Requirements

• High School Diploma or equivalent.
• Reliable, punctual with previous customer service experience.
• Excellent written and verbal communication skills with strong attention to detail.
• Ability to work within KPI targets and adapt to process changes.
• Prior call center experience is a plus.

Additional Information

This role requires local candidates for initial onsite training, with future remote work arrangements. The position also involves handling physical duties and extended computer work as per standard call center operations.

Key skills/competency

• Customer Service
• Call Center
• Communication
• KPI Management
• Maintenance
• Notification
• Upselling
• CRM
• Training
• Process Adaptation