Call Center Representative
Position: Pay Rate: $25- 28 (Depending on Exp)
Hours: 8:30am- 5pm Mon thru Fri
Location: Danvers MA (Onsite)
Assignment: Temp 6 months maybe longer
Reports To: Director of DR Business Department: Digital Radiography
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Processing and directing inbound and outbound calls to service personnel in a timely manner
- Following call center “scripts” to determine the disposition of the customer inquiry
- Identify customers’ needs, clarify information, research issue, and provide solutions
- Manage large amounts of inbound and outbound inquiries (External / Internal customers) in a timely manner and ensuring continuous follow-up to keep customers informed of status
- Build sustainable relationships and engage customers by taking the extra steps to ensure resolution
- Keep records of all conversations in our call center database (SalesForce) in a comprehensible way
- Preparing Quotes, processing PO’s, Parts Ordering, case closure review, invoicing for billable accounts
- Escalation for urgent issues including overnight parts ordering
SKILLS:
- Become proficient with our call tracking systems through ongoing training sessions
- Meet personal/team qualitative and quantitative targets
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and service practices
- Customer focus and adaptability to different personality types
- Able to empathize with customer and diffuse difficult situations
- Ability to multi-task, set priorities and manage time effectively
Education & experience:
- High School Diploma (Preferred: Associates Degree or higher Preferred in the disciplines of Business Administration, Communications, Marketing, or relative field)
- 1+ years of experience in call center setting preferred
- Must be a results oriented, team player, people person
- Must be highly organized
- Must be self-driven to optimize performance without the need for extensive supervision
- Must possess excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
- Must have and exhibit excellent presentation skills in small and large groups situations
- Excel, Word, PowerPoint, Outlook, Publisher, Internet Explorer, and Google Chrome
- High attention to detail
- Dependable and punctual
- Good problem solving skills, ability to evaluate situation and prioritize factors in decision making
…Pay Statement and Pay Transparency Laws: rate of pay listed is on a per hour basis. You will be entitled to health insurance once employed for 60 days and you must work 30 hours per week, on average, per month to enroll and maintain health insurance through Complete Staffing Solutions. Once both qualifiers are met you must complete the enrollment packet and your benefits will start on the first of the subsequent month. ..It is our policy to provide equal employment opportunity to all individuals regardless of race, color, sex, sexual orientation, religion, disability, age, veteran status, ancestry, national or ethnic origin or any other legally protected class. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful. We are strongly committed to this policy, and believe in the concept and spirit of the law.#indeed