Call Center Representative

1 month ago


Middle River, United States Robert Half Full time
Job DescriptionJob Description

We are in search of Call Center Representatives to join a company in Middle River, MD and support their heating and air conditioning customer care department. This is a fully onsite role looking for someone who wants to get their foot in the door and plant roots.


Schedule: 9am-5:30pm with one late night a week from 12:30pm-9pm and rotating Saturday shifts


Responsibilities:

• Deliver high-quality customer service in a dynamic call center environment

• Manage a large volume of inbound calls professionally and with a positive demeanor

• Assist customers by addressing their concerns, providing product information, and offering solutions to ensure satisfaction

• Utilize various computer systems and applications to efficiently gather necessary information

• Maintain a customer-centric approach and demonstrate empathy when addressing customer concerns

• Accurately document customer interactions and update their accounts in the system

• Collaborate with team members and other departments to resolve complex customer issues

• Keep up-to-date with product knowledge, industry trends, and company policies

• Meet performance metrics and quality standards set by the company.

• Possess previous experience in CSR or Customer Service roles, ideally within the Energy/Natural Resources industry.
• Demonstrated experience in a call center environment is a must.
• Proficiency in call center customer service practices and processes.
• Strong communication and interpersonal skills to effectively handle customer inquiries and complaints.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Capability to understand and explain complex energy-related topics to customers.
• High level of patience and emotional intelligence to deal with challenging customer interactions.
• Proficiency in using computer systems and software applicable to call center operations.
• Willingness to work in different shifts, including weekends and holidays if required.
• High school diploma or equivalent educational qualification.
• Additional certification or training in customer service or related fields would be an advantage.

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