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Call Center Representative

2 months ago

East Syracuse, United States Russell Tobin Full time

Job Title: Call Center Rep

Location: East Syracuse, NY 13057 (ON SITE)

Pay Rate: $17/hour on W2

Job Type: 2+ years Contract role.

Shift: Monday to Friday, 8am - 5pm

Experience:

Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies Take the extra mile to engage customers

What we help them with:

Dealer referrals—getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealer

Our number one goal is to get the homeowner connected with the dealer

Provide customers with warranty information

Product comparison

Dealer referrals to distributors

Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

Customer complaints are triaged by Tier 1 and transferred to the Tier 2 representatives

Agents are also responsible for triage of remote access or wifi capable products such as thermostats.

Education and Requirements:

HS Diploma/GED

Microsoft Office proficient

Type 35-45 words per minute

Excellent verbal and written communication skills

“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”