Responsibilities:
A Call Center Associate's daily tasks will involve:
•Maintaining a positive, helpful, enthusiastic disposition throughout the day with every caller
•Maximize the use of resources and research information needed to answer customer inquiries
•Conduct decision analysis and forward customer to appropriate support department
•Assist executive offices, and other groups, by in-depth screening and re-directing customer calls
•Promote service and product commitment with each customer
•Exercise tact, patience, diplomacy and professionalism at all times in responding to customers, regardless of customers' issue or demeanor
•Practice enhanced conflict resolution skills in handling sensitive or difficult situations with customers
•Utilize good judgment in communicating and making decisions within business guidelines
•Maintain excellent customer service and focus throughout the call
•Learn, adhere to and support all policies and procedures in a positive, professional manner
•Maintain complete knowledge of all service tasks and programs
•Redirect customers to other internal or external resources as appropriate
•Take positive action in response to performance feedback, coaching tips and quality monitoring sessions
•Ability to manage and work through an average of 90 calls per day (total for the team).
•You need great people skills, patience and the ability to multi-task to be good at this job.
Required Qualifications:
•High school diploma or equivalent required
•1 year of previous customer service experience
•Working knowledge of MS Office Suite to include; Word, Excel, Outlook
Preferred Qualifications:
•Switchboard or Call Center experience
•Strong internet and email experience
•Basic office administration to include keyboard/typing experience 45 wpm desired
•Capable of assessing situations and making decisions
•Demonstrate flexibility within changing environment
•Ability to multi task
•The location is open 7 days a week/16 hours a day. You must be able to work a 5 day/8 hours a day shift during Sunday-Saturday between the hours of 8:00 am - 12:00 midnight
•Exemplary attendance and timeliness record, with ability to conform to attendance standards
•Possess strong oral, written and listening skills with fluency in English
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
