Job Title: Call Center RepresentativeLocation: Jersey City, NJJob Type: Full-timeDepartment: Customer ServiceReports To: Call Center ManagerJob SummaryWe are seeking a highly motivated Call Center Representative to join our team. In this role, you will handle incoming customer inquiries, resolve issues, provide information about our products and services, and ensure a positive customer experience. You will be the voice of our company, building trust and strong relationships with our customers.Key Responsibilities
- Handle Inbound Calls: Answer incoming calls from customers, addressing inquiries and resolving issues efficiently.
- Customer Support: Provide accurate information regarding products, services, billing, and account-related queries.
- Problem Resolution: Resolve customer issues by clarifying concerns, determining the cause, and providing solutions.
- Follow-up: Conduct follow-up calls as needed to ensure customer satisfaction and issue resolution.
- Product Knowledge: Stay up-to-date on company products, services, promotions, and policies.
- Meet Targets: Achieve individual and team performance goals, including call handling time and customer satisfaction metrics.
- Escalate Issues: Escalate unresolved issues to appropriate departments or managers for further assistance.
Qualifications
- Education: High school diploma or equivalent required; college degree preferred.
- Communication Skills: Excellent verbal and written communication skills, with a focus on active listening and empathy.
- Problem-Solving Skills: Ability to think quickly, troubleshoot, and resolve issues effectively.
- Technical Skills: Proficient in using computers, CRM software, and telephony systems.
- Time Management: Ability to handle multiple tasks, prioritize, and manage time efficiently.