Job details

Call Center Agent

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CDR Maguire, Inc., a national engineering and emergency management firm, is hiring multiple Call Center Agents to provide crucial support for a large-scale emergency management mission. This role will be responsible for handling inbound and outbound calls, answering questions and inquiries, troubleshooting problems and handle complaints regarding products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.

Essential Functions:

Answering phone calls from customers professionally and responding to customer inquiries and complaints
Required researching information using available resources
Handling and resolving customer complaints regarding product sales to customer service problems
Providing customers with the organization’s service and information
Processing forms, orders, and applications requested by the customers
Identifying, escalating priority issues and reporting to the high-level management
Routing inbound calls to the appropriate resources
Following up with complicated customer calls where required
Completing call notes and call reports as necessary and updating them in the computer
Obtaining and evaluating all relevant data to handle complaints and inquiries
Recording details of comments, inquiries, complaints, and actions taken
Managing administration, communicating, and coordinating with internal departments

Experience working with Emergency Management or 911 Dispatch Preferred

High school diploma or equivalent
Flexible schedule open availability to work 24x7 (hours to be determined)
Experience in dealing with the public over the phone
Proficient in Outlook, Microsoft Suite which includes Word, Excel, etc.
Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.
Able to react effectively and calmly in emergencies
Able to maintain customer confidentiality
The ability to make decisions.
The ability to handle multiple tasks while working in a fast-paced environment and meet deadlines
Ability to deal with high pressure

CDR Maguire is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.

What You Should Know About Call Center Agent, CDR Companies

Join CDR Maguire, Inc. as a Call Center Agent and become an integral part of our dedicated team, supporting a crucial large-scale emergency management mission. In this role, you'll handle both inbound and outbound calls, responding to customer inquiries with professionalism and expertise. You're not just answering questions; you're troubleshooting issues and resolving complaints related to our products and services. Your role also involves making outbound calls to set appointments and gather essential survey data that helps us improve! Our ideal candidate has a knack for research, can manage customer concerns adeptly, and can follow up on complex issues effectively. You'll need to maintain detailed call notes and reports, interact with various internal departments, and ensure that priorities are escalated to management when necessary. While experience in Emergency Management or 911 Dispatch is a bonus, we value strong communication skills—both verbal and written—across diverse audiences. Your ability to remain calm under pressure and handle multiple tasks within a fast-paced environment will be vital. We offer flexible schedules for those willing to work around the clock since our mission never sleeps. At CDR Maguire, we believe in equal opportunities, and you must be eligible to work in the United States. If you’re ready for a rewarding challenge, apply today and help us make a difference in emergency management!

Frequently Asked Questions (FAQs) for Call Center Agent Role at CDR Companies

What are the responsibilities of a Call Center Agent at CDR Maguire, Inc.?

As a Call Center Agent at CDR Maguire, Inc., you'll be responsible for handling a variety of tasks including answering inbound calls professionally, troubleshooting customer problems, and managing complaints related to our services. You'll also make outbound calls to set appointments and gather important survey data. It's essential to document call details and ensure that any significant issues are escalated to higher management.