Call Center Customer Service Agent

Call Center Customer Service Agent

At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.

Summary

Call Center Customer Service Agents interact with the client customers by addressing inquiries, resolving complaints, and assisting with account interactions. Providing a higher level of customer support on specialized products or services on occasion.

Pay: $16-20/hr (varies by client and experience)

Location: Onsite - 775 West Broad, Columbus, Ohio 43222 (Free parking + on a major COTA bus route)

Note: This posting is used to recruit for multiple full-time, non-exempt Customer Service Representative positions, which may be either permanent or temporary/seasonal with a defined start and end date. Employment type, assignment duration, and position classification vary based on client requirements and business needs and will be communicated during the hiring process and confirmed in the employment offer.

Responsibilities

• Interact with customers via telephone, email, online chat, or in person to provide support and information regarding account inquiries, products, and other client services
• Field customer questions and complaints; when the issue is beyond the representative’s knowledge, escalate to the assigned specialist or other appropriate staff
• Provide accurate, consistent, and compliant information in alignment with client policies and regulatory requirements
• Follow required call scripts, authentication procedures, and identity verification protocols
• Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
• Document all customer interactions in designated systems accurately
• Safeguard all non-public personal information (NPI) and always maintain strict confidentiality
• Comply with all industry regulations, security protocols, and workplace policies
• Participate in required training, certifications, and ongoing quality monitoring
• Perform other related duties as assigned

Education/Experience

• High school diploma or equivalent required
• Customer service experience required; Call center specific experience highly preferred

Knowledge/Skills

• Excellent verbal and written communication skills including active listening
• Service-oriented and able to resolve customer concerns
• Proficient computer skills with the ability to learn new software and operate multiple screens
• Ability to maintain professionalism and act with integrity in stressful situations

Additional Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Flexibility to work adjusted shifts, as necessary.
• Accept coaching and performance feedback to improve customer experience and operational performance
• Maintain a professional, respectful, and customer-focused demeanor in all interactions

Are you ready to join us in a welcoming team environment that values your contributions and helps you make a real difference in people’s lives? Start your career with Fortuity today!

What differentiates Fortuity and makes us an employer of choice?

Total Rewards

• Competitive base pay with incentive opportunities
• Basic essential coverage insurance plans for all associates
• OnDemand Pay

Additional Offerings

• Fresh market vending
• On-Site fitness center
• Clean, climate-controlled environment

…And more!

Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.