Call Center Representative

SUMMARY:

This position is responsible for acting as a liaison; providing product/service information; answering questions; resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

DUTIES AND RESPONSIBILITIES:

• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Responds promptly to customer inquiries via phone, text and email.
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Knows our products inside and out so that you can answer questions.
• Processes orders, forms, applications, and requests.
• Keeps records of customer interactions, transactions, comments, and complaints.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.
• Manages a team of junior customer service representatives.
• Ensures customer satisfaction and provides professional customer support.
• Troubleshoots common issues with a product or service.
• Determines the quickest, most effective ways to answer a client’s or customer’s questions.
• Escalates queries and concerns.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Spreadsheet Software (Excel); Work Order Management Software (WOMS) Contract Management Systems; Design Software; Human Resource Systems (ADP); Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint); and Publisher software.
• Other skills required:
  1. Interpersonal and customer service skills.
  2. Analytical and problem-solving skills.
  3. Multitasking and organizational skills.
  4. Ability to answer a high volume of calls and/or emails daily.
  5. Ability to share work among a customer service team.
  6. Attentiveness and patience.
  7. Time-management skills.
  8. Ability to find the positive in any situation.
  9. Fluent in English/Spanish
  10. Process Robo-Dialer Calls
  11. Ability to handle special circumstance scheduling

COMPETENCIES:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

WORK HOURS: Monday- Friday (7AM-5PM)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.