Call Center Rep

ViWinTech Windows & Doors; New York (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

ViWinTech Windows & Doors in New York seeks a polite call center representative to assist customers with questions, complaints, and product issues. You will listen actively, provide accurate responses, and strive to create a positive caller experience.

Role requires strong communication, CRM proficiency, and the ability to manage multiple calls while meeting service metrics. Teamwork, reliability, and adaptability are essential for success and growth within the company.

Qualifications

• Exceptional customer service, active listening, and verbal and written communication skills.
• Proficiency with computers, especially CRM software, and strong typing skills.
• Ability to diffuse tense situations and manage time effectively.
• Fluency in multiple languages may be desired.

Responsibilities

• Answering or making calls to learn about and address client needs or complaints.
• Responding efficiently and accurately, explaining solutions and ensuring clients feel supported.
• Active listening, confirming information, and diffusing angry callers as needed.
• Building lasting relationships with clients and team members.
• Using software, databases, scripts, and tools appropriately.
• Meeting call center metrics while providing excellent service.
• Making sales or recommendations that fit client needs.
• Participating in training to expand knowledge of the company and role.
• Adhering to all company policies and procedures.

Skills

Customer service

Active listening

Verbal communication

Written communication

CRM software

Typing

Time management

Multilingual abilities

Education

High school diploma or equivalent

Tools

CRM software

Job description

We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. 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.

To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Call Center Representative Responsibilities

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Call Center Representative Requirements

• High school diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Fluency in multiple languages may be desired.