Contact Center Agent

Koan Risk Solutions, Inc.

. Take calls from people seeking to contact the State of Hawaii Department of Commerce and Consumer Affairs .

Posted 9/18/2026full-timeHonolulu • Hawaii • United StatesMid-LevelSenior💰 $17 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills by effectively handling inbound and outbound calls, resolving inquiries, and providing accurate information while maintaining confidentiality. Proficient in managing private information and adhering to key performance indicators and company policies.

Highest-signal resume keywords

Customer ServiceCall HandlingIssue ResolutionDatabase ManagementConfidentiality

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Inbound Call HandlingOutbound Call HandlingDatabase RecordingIssue ResearchInformation Accuracy

Soft Skills

De-escalationFirst-Call ResolutionCommunication

Industry Keywords

Hawaii ResidencyDCCA ComplianceKPI AdherenceCustomer Inquiry Management

About the role

Key responsibilities & impact

Take calls from people seeking to contact the State of Hawaii Department of Commerce and Consumer Affairs
Answer customer questions and address or resolve concerns
Handle inbound and outbound customer calls
Maintain and record incoming inquiries in an internal database
Research issues through internal and external resources
Provide accurate information and time-sensitive responses
Refer customers to publicly available resources
Manage private information during caller interactions
De-escalate calls and work toward first-call resolution
Meet key performance indicators and comply with company policies

Requirements

What you’ll need

Must reside in the state of Hawaii
Cannot hold a professional license through the Hawaii DCCA
Availability Monday–Friday, 7:30 a.m.–4:30 p.m.
Ability to handle inbound and outbound customer calls
Ability to answer questions and resolve customer concerns
Ability to maintain and record inquiries in an internal database
Ability to research issues using internal and external resources
Ability to provide accurate information and quote time-sensitive responses
Ability to refer customers to publicly available resources
Ability to manage private information confidentially
Ability to de-escalate calls and support first-call resolution
Adherence to KPIs, attendance requirements, confidentiality, and company policies

Benefits

Comp & perks

Opportunity for promotion and pay increase to $20.00 per hour within six months based on meeting performance expectations
Work from home position
Scheduled staff trainings
Meetings with supervisors
Clear path for growth and advancement