Call Center Representative Job at Connexion Systems & Engineering, Inc. in Marlb
Connexion Systems & Engineering, Inc., Marlborough, MA, US, 01752
Job Description
Call Center Representative (5 Openings)
Location: Marlborough, MA
Pay Rate: $18/hr
Schedule: Monday–Friday, 8:30 AM–5:00 PM
Start Date: October 13th, 2025
Duration: 6+ months with potential for extension or permanent hire
About the Opportunity
We're hiring five Call Center Representatives to join a growing customer service team. If you have 1–2 years of call center or customer service experience, strong troubleshooting skills, and want the opportunity to convert to a hybrid schedule after meeting performance goals, this role could be a great fit!
Key Responsibilities
- Handle 40–60 inbound calls per day regarding product support, troubleshooting, warranty inquiries, and sales
- Accurately document all interactions in the company’s CRM (currently Oracle, transitioning to Xustomer)
- Meet and maintain KPIs, including 93% adherence and 85% call quality score
- Collaborate with internal teams to resolve consumer issues efficiently
- Manage multiple screens and systems in a fast-paced environment
- Deliver professional, empathetic, and solution-focused support
Training & Work Schedule
- Training: 2–3 weeks onsite (no time off during training)
- Onsite Requirement: Fully onsite for the first 3–6 months
- Hybrid Opportunity: After consistently meeting KPIs for 3+ months, employees may be eligible to work from home 2 days per week (Mon & Fri)
Requirements
- High School diploma or equivalent
- 1–2 years in a call center or phone-based customer service role
- Strong multitasking, problem-solving, and communication skills
- Experience with Bluetooth, App, or Wi-Fi–connected products is a plus
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Project)
- Must complete a typing test and include WPM + accuracy score with your application (Typing Test)
- Excellent reliability and attendance record
Performance Metrics for Hybrid Work (After consistently meeting KPIs for 3+ months, employees may be eligible)
- 93% adherence goal
- 85% call quality score
- Net Promoter Score goal of 70%+
- Consistent quality, reliability, and engagement for 3+ months
Screening
- Background check including SSN Trace, Nationwide, County, State, Federal & Sex Offender search
- Drug screen required (THC not disqualifying)
- Professional references will be verified
Apply today to get started with a great company offering long-term opportunities and growth potential!