CSR Call Center

4 weeks ago

East Syracuse, United States US Tech Solutions Full time

Title: CSR Call Center

Location: East Syracuse, NY 13057

Duration: 24 Months

Job Description:

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, and distributors. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Responsibilities:

Provide exceptional customer support to homeowners.
Handle homeowners to assist with locating local service providers.
Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
Assist consumers with troubleshooting Wi-Fi connectivity and Remote access on website or phone applications.
Communicate customer facing issues to management and identify areas of opportunity
Collaborate with internal departments to resolve customer opportunities
Actively participate in departmental Carrier Excellence initiatives as well as agent certifications

Experience:
2+ years of experience in a call center and troubleshooting.

Skills:

Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer
Excellent customer service skills
Strong written and oral communication skills
Proficient in MS Office (specifically Word and Excel)
Strong analytical skills, accuracy and attention to detail
Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Creative problem-solving skills
Self-starter and well organized, able to multi-task and prioritize work

Education:

High School Degree/GED

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