311 Customer Service Representative
A Customer Service Call Center Representative is responsible for handling customer inquiries, resolving issues, and providing
exceptional service across various communication channels.
- Handle a large volume of inbound and outbound calls in a timely manner
- Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
- Identify customer needs, research issues, resolve complaints, and provide solutions
- 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
Required skills and qualifications
- High school degree or equivalent
- Experience working in a call center or customer-support role
- Strong active-listening and verbal-communication skills
- Proficiency in problem-solving
- Ability to multitask and manage time effectively
- Bilingual : English/Spanish Highly Preferred
Requirements
Responsibilities
- Memorize scripts for products and services, and refer to them during calls
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
- 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
- Leverage data and insights gathered by the call center to recommend and influence process improvements
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