Call Center Representative

3 weeks ago


New Haven, United States New Era Investing Full time

Our company is looking for qualified, polite, and professional call center representatives who are able to work closely with our other team members in order to deliver top-quality customer service. Ideal candidates should be able to answer customer and coworker questions, handle customer complaints, and handle basic troubleshooting for our products and services after training. Call Center Representatives should be prepared to handle a large volume of inbound and outbound calls. They should be focused on creating the best possible experience for every caller. That means that each representative needs to be able to customize each call to the caller. Our candidates should be able to display active listening skills, be customer-focused, detail-oriented, and able to be efficient in a high-volume and fast-paced environment. Candidates should also be polite, reliable, knowledgeable, willing to learn, and adaptable to changing situations.


Responsibilities:

  • Answering inbound callers
  • Making outbound calls
  • Using active listening to identify customer needs, concerns, and complaints
  • Problem-solving to find good solutions and answer customer needs
  • Basic troubleshooting of products and services (with training)
  • Building on existing customer and client relationships to create a culture and expectation of trust and reliability
  • Creating new customer and client relationships
  • Using de-escalation techniques on phone calls with clients and customers
  • Making product sales and recommendations based on client needs and in the best interest of both the customer and company
  • Being an active participant in training and learning opportunities within the company
  • Utilize internal software, databases, scripts, and work tools responsibly and appropriate to the needs of each call
  • Understanding call center metrics and working to optimize your own performance within those metrics
  • Adhering to all other company policies and procedures

Requirements:
  • High School Diploma or Equivalent
  • Additional education may be preferred
  • Customer service experience
  • Exceptional customer service skills including active listening, verbal and written communication, and a professional phone voice and persona
  • Basic computer proficiency
  • Familiarity with CRM software
  • Skilled typing
  • Adaptability and personal accountability for metrics and call center requirements
  • Fluency in multiple languages may be preferred




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