Call Center Customer Service Assistant

2 weeks ago


Chicago, United States Elevation Academy Full time
Job DescriptionJob DescriptionJob Title: Call Center Customer Service Assistant

Location: Chicago, IL
Department: Customer Service
Reports To: Call Center Supervisor/Manager

Job Summary:

The Call Center Customer Service Assistant is responsible for providing exceptional customer service and support to clients by handling inquiries, resolving issues, and offering product or service information. This role involves managing high volumes of incoming calls, maintaining customer satisfaction, and ensuring a positive customer experience.

Key Responsibilities:
  • Handle Incoming Calls: Respond to customer inquiries and complaints via phone in a timely and professional manner.
  • Resolve Customer Issues: Identify customer needs, clarify information, and provide solutions to resolve issues effectively.
  • Customer Follow-Up: Conduct follow-up calls to ensure customer satisfaction and to provide additional support as needed.
  • Escalation Management: Escalate unresolved issues to the appropriate department or supervisor as necessary.
  • Team Collaboration: Work collaboratively with team members to achieve department goals and improve the customer experience.
  • Performance Metrics: Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first call resolution rates.
  • Adherence to Guidelines: Follow company policies, procedures, and regulatory requirements to ensure compliance.
Qualifications:
  • Education: High school diploma or equivalent. Associate’s or bachelor’s degree in a related field is a plus.
  • Communication Skills: Excellent verbal and written communication skills with a strong command of the English language. Bilingual abilities are an advantage.
  • Problem-Solving Skills: Strong problem-solving abilities and a proactive approach to resolving customer issues.
  • Technical Skills: Proficiency in using CRM software, Microsoft Office Suite, and basic computer skills.
  • Customer-Focused: A customer-centric attitude with the ability to empathize with customers and provide solutions that meet their needs.
  • Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

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