Call Center Representative - Government Services at Horne LLP in Lakeland, Florida

Job Description:

HORNE is an industry leader in Professional and Business Advisory Services. Our more than 3,000 team members serve clients from 18 offices and more than 50 project locations across the U.S., Puerto Rico, and the U.S. Virgin Islands. INSIDE Public Accounting ranked HORNE the fastest-growing firm in the U.S. for 2021 based on organic growth. Our Government Services practice is at the forefront of the Professional Services industry nationwide with one of the most experienced and innovative teams anywhere. Our team provides program and project management, compliance, grant management, Subject Matter Expertise and disaster recovery solutions needed to help government agencies affect positive change. 

This is an immediate need for on-site work in an environment that will be taking all precautions for current working conditions including disinfection of workspaces between shifts and social distancing.

Primary Responsibilities:

• Answer large amounts incoming calls and handle according to HORNE policy including but not limited to fielding caller inquiries, directing callers to the appropriate staff member, or taking messages for internal staff.  


• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives


• Keep records of all conversations in our database in a comprehensible way


• Meet and/or exceed personal/team daily, weekly and monthly goals


• Ability to evaluate a callers disposition and de-escalate situations involving dissatisfied callers


• Provide administrative support such as copying, scanning, emailing, filing and faxing as needed


• Strong written and verbal communication skills, which includes active listening


• Ability to set priorities, adhere to a daily schedule, and manage time effectively


• Work to cross-train on necessary functions required to successfully deliver services to


• Be customer focused and have the ability to adapt to different personality types


• Ability to provide a high-level of accuracy with excellent attention to detail


• Must be able to work in office

 Requirements:

• High School Diploma or equivalent required; Associates or bachelor's degree preferred


• 2+ year experience in a customer service or 1+ year high volume call center experience


• Experience managing heavy call volume is preferred


• Ability to pass a background check (fingerprinting may be required)***

Details:

• Up to 40 hours/week with flexible shifts

HORNE Values…

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.


• A work environment that promotes collaboration, consistency, and community service to empower people.


• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.

HORNE Offers…

• An unrivaled distinctive, special culture that values collaboration, innovation, and positive energy which HORNE calls “Deliver with Care.”


• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.


• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.


• “Fearless Unrivaled Flexibility” – It’s about results, not the hours you work.

The firm you’ll be joining is a decidedly different business advisory firm. HORNE goes beyond traditional accounting to collaborate, advise, and align with clients to transform rapid change and uncertainties into opportunities for growth and profitability.  

We are a team that focuses on reaching our full potential, rewards high performance, and prioritizes leadership development for every team member.  HORNE emphasizes health and personal development through our multiple wellness programs, and we pride ourselves on offering "unrivaled flexibility".  Despite our size, HORNE takes time to recognize, support, and celebrate one another's successes, working together for the highest good.  Come join us at team HORNE!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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