Call Center Agent

9 hours ago


Las Vegas, United States Fresh Form Draft Full time
Call Center Agent

Department: Setup Winks

Employment Type: Full Time

Location: Las Vegas

Compensation: $17.45 - $23.00 / hour

Description

Position Title: Call Center Agent
Department: Customer Service
Location: Las Vegas, NV
Employment Type: Full-Time

Job Summary:
We are seeking a Call Center Agent to join our customer service team. As a Call Center Agent, you will be the primary point of contact for customers, providing support, answering inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate is an excellent communicator, empathetic, and solutions-driven, capable of handling high volumes of calls and maintaining professionalism under pressure.

  • Customer Support: Answer inbound calls and respond to customer inquiries regarding products, services, billing, technical support, and general concerns.
  • Problem Resolution: Identify and resolve customer complaints or escalate issues when necessary, ensuring timely and satisfactory resolutions.
  • Customer Data: Accurately document customer interactions, details of inquiries, complaints, and the actions taken using company systems.
  • Follow-up: Make outbound follow-up calls to customers, when necessary, to ensure issue resolution and customer satisfaction.
  • Product Knowledge: Stay informed on company products, services, and policies to provide accurate information to customers.
  • Performance Targets: Meet or exceed call handling, customer satisfaction, and other performance metrics as set by the management.
  • Team Collaboration: Work closely with other call center agents, supervisors, and departments to ensure a seamless customer service experience.
  • Adherence to Protocols: Follow all company policies, procedures, and regulatory guidelines during customer interactions.
Key Responsibilities
  • Customer Support: Answer inbound calls and respond to customer inquiries regarding products, services, billing, technical support, and general concerns.
  • Problem Resolution: Identify and resolve customer complaints or escalate issues when necessary, ensuring timely and satisfactory resolutions.
  • Customer Data: Accurately document customer interactions, details of inquiries, complaints, and the actions taken using company systems.
  • Product Knowledge: Stay informed on company products, services, and policies to provide accurate information to customers.
  • Performance Targets: Meet or exceed call handling, customer satisfaction, and other performance metrics as set by the management.
  • Team Collaboration: Work closely with other call center agents, supervisors, and departments to ensure a seamless customer service experience.
  • Adherence to Protocols: Follow all company policies, procedures, and regulatory guidelines during customer interactions.
Skills, Knowledge and Expertise
  • High school diploma or equivalent; a college degree is a plus.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and critical thinking abilities.
  • Ability to remain calm and empathetic under pressure.
  • Proficient in using computers, call center software, and customer management systems.
  • Strong time management and multitasking abilities.
Benefits
  • Competitive salary and performance-based bonuses.
  • Health, dental, and vision insurance.
  • 401(k) plan with company match.
  • Paid time off and holidays.
  • Opportunities for professional development and career growth.

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