Customer Service Representative

Description:

Elite Rooter is looking for a highly skilled call center representative to join our team. The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing outstanding service to our customers by answering questions, handling complaints, and assistance for appointment scheduling. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction. You should be polite, reliable, knowledgeable, and adaptable. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Objectives of this role:

• Handle a large volume of inbound and outbound calls in a timely manner

• Follow and memorize communication scripts and use knowledge of the company’s products and services to go off-script when necessary

• Identify customers’ needs, clarify information, schedule appointments and provide solutions and/or alternatives when necessary

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team

• Recommend improvements for systems and processes to boost organizational efficiency

• Understand and strive to meet or exceed call center metrics while providing excellent consistent Customer Service.

Responsibilities

• Build positive relationships by going above and beyond with Customer Service, ensuring that all questions, cancellations, and confirmations are handled appropriately

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality

• Create and maintain record of daily problems and remedial actions taken, using call-center database and software

• Leverage data and insights gathered by the call center to recommend and influence process improvements

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Adhering to all company policies and procedures.

Required skills and qualifications

• High school diploma or equivalent

• Experience working in a call center or customer-support role

• Track record of over-achieving quota

• Customer focus and adaptability to different personality types

• Proficiency with computers, especially with CRM software, and strong typing skills.

• Strong active-listening and verbal-communication skills

• Professional phone voice

• Proficiency in problem-solving

• Ability to multi-task, set priorities and manage time effectively

• Adaptability and accountability.

• Fluency in multiple languages may be desired but not required.