Call Center Agent

Job Overview:

As a Call Center Agent, you will be responsible for handling inbound and outbound calls from customers in a professional and efficient manner. Your primary goal will be to provide exceptional customer service, address inquiries, resolve issues, and ensure customer satisfaction.

Working Conditions & Scheduling:

• This is an in-person role. This is not a remote, work from home, or hybrid role. 
• Applicant must be able and willing to work ONE of the following shifts: 
  • Option 1:
    • Work Days: Sunday - Thursday 
    • Days Off: Friday - Saturday 
  • Option 2:
    • Work Days: Tuesday - Saturday 
    • Days Off: Sunday - Monday
• May require evening, weekend, or holiday shifts based on business needs.

Responsibilities:

• Inbound Calls: Handle incoming calls from customers regarding service requests and technical issues.
• Outbound Calls: Initiate outbound calls to sales leads, while identifying customer needs and promoting sales opportunities.
• Appointment Scheduling: Coordinate with customers and Dispatcher to schedule service appointments, ensuring efficient allocation of resources and timely resolution of issues.
• Documentation: Record detailed information about customer interactions, service requests, service memberships, and resolutions in the company's CRM system for future reference.
• Customer Satisfaction: Ensure high levels of customer satisfaction by addressing concerns promptly, following up on service requests, and maintaining a professional and courteous demeanor at all times.
• Team Collaboration: Collaborate with other team members, including field technicians and supervisors, to streamline processes, resolve complex issues, and improve overall customer experience.
• Quality Assurance: Adhere to company policies, procedures, and service standards to maintain consistency and quality in customer interactions and service delivery.

Qualifications:

• Customer Service Skills: Strong interpersonal and communication skills with the ability to actively listen to customers, empathize with their concerns, and effectively communicate solutions.
• Problem-Solving Ability: Analytical mindset with the ability to quickly develop appropriate solutions to address customers' needs.
• Organizational Skills: Excellent time management and multitasking abilities to handle multiple customer inquiries and service requests simultaneously while maintaining accuracy and attention to detail.
• Computer Proficiency: Proficient in using computer systems, including CRM software, email, chat, spreadsheets, and other relevant applications for documenting customer interactions and managing appointments.
• Adaptability: Ability to work in a fast-paced environment, adapt to changing priorities, and remain calm under pressure.
• Team Player: Willingness to collaborate with team members, share knowledge and expertise, and contribute to a positive and supportive work environment.

Education and Experience:

• High school diploma or equivalent required
• Minimum of 1 year of experience in a Call Center or office administrative / support role