PURPOSE/SCOPE of POSITION:
To provide excellent customer service via inbound or outbound calls in a call center setting.
RESPONSIBILITIES:
- Responsible for meeting or exceeding productivity and/or quality expectations in the call center environment.
- Deliver information over the phone via a script in an accurate, friendly, and professional manner.
- Accurately and efficiently document clients’ responses efficiently using the computer.
- Effectively manage inbound and/or outbound calls as appropriate.
Other: Other duties as required.
REQUIREMENTS:
Education/Training: High School diploma or GED equivalent preferred.
Experience/Background/Knowledge:
Prior customer service background required. Prior telephone call center experience strongly preferred.
Skills:
- Must have ability to provide service excellence; empathy, active listening skills, detail oriented, deliver accurate information and communicate effectively, and professionalism.
- Must be able to multitask; maintaining verbal communication quality standards while adhering to internal procedures using a computer.
- Must be able to efficiently learn and use multiple internal computer applications.
- Basic typing skills required (20 wpm or more with high accuracy).
- Must be able to work in a variable paced work environment.
- Must be adaptive to working with general public and work well independently as well as in a team.
- Ability to implement conflict resolution through critical thinking techniques. Includes ability to apply problem resolution techniques in troubleshooting technology/electronics.
- Ability to implement successful negotiation techniques.
Special Requirements:
Able to work overtime occasionally at last minute.
Hours:
This is a full time (30-40 hours per week) position working a scheduled shift within a 24 hour/7 days per week call center. We expect this position to work daytime, evening and possibly one weekend day shift per work week. The ideal candidate will be flexible and available to work any of the shifts within the 24/7 call center.
Training:
- 3 weeks of training is scheduled M-F, 8am-4:30pm.
