Call Center Representative
2 months ago
Our client in Bethesda, MD is seeking a bilingual Customer Service Representative
SALARY
: $50K
MUST HAVES:
Bilingual in Spanish – required
Reliable and punctual
Must be comfortable being on the phone all day
Excellent verbal, written and analytical skills
Strong keyboarding skills and professional phone etiquette
Ability to handle the stress of multi-tasking as well as ability to 'talk and type'
Possesses an energetic and tenacious achievement orientation
Experience using a CRM system
Job Summary:
The Customer Service Representative is responsible for closing new customer sales utilizing a consultative selling approach
The Customer Service Representative is responsible for maintaining current customers by utilizing creative problem-solving and negotiation skills to resolve customer issues
The Customer Service Representative will handle service requests and changes and act as the customer's focal point to maintain strong customer relationships
The Customer Service Representative is expected to collaborate with their team to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations
Essential Duties and Responsibilities:
To perform this job successfully, the Customer Service Representative must be able to perform the essential duties satisfactorily; other minor duties may be assigned and may vary by location
Through needs based, consultative selling, the Customer Service Representative presents company products and services that will benefit the customer by meeting customer needs
The Customer Service Representative will offer, quote, and close prospective customer sales using knowledge of given products and services
The Customer Service Representative will work with closely with other departments (i.e. accounting, dispatch, etc.) for follow-up on larger and more complex accounts
The Customer Service Representative meets or exceeds sales objectives, such as offering, quoting, closing, and revenue generation
The Customer Service Representative must meet or exceed service and operational goals established for the call center, including quality and productivity
The Customer Service Representative must communicate concise and accurate information
The Customer Service Representative establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information
The Customer Service Representative confirms understanding of customer needs, issues, and requests
The Customer Service Representative serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department
The Customer Service Representative uses the authorized system to gather and provide information and/or update customer records
The Customer Service Representative provides standard and sometimes more advanced information and customer education regarding service options, charges, billing, and contracts
The Customer Service Representative must effectively use productivity software tools
The Customer Adheres to service and operational standards established for the call center, including quality, productivity, and Service Machine
Requirements:
Bilingual in Spanish – required
Proficiency in MS Office
Excellent verbal, written and analytical skills
Strong keyboarding skills
Professional phone etiquette
Ability to handle the stress of multi-tasking as well as ability to 'talk and type'
Possesses an energetic and tenacious achievement orientation
Ability to utilize multiple software applications on one or more phone screens
Ability to react well under pressure and treat others with respect
Identifies and resolves problems in a timely manner
Good time management skills to prioritize and plan work activities
Focuses on solving conflicts and listening to others without interrupting
Is consistently at work and on-time
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge
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