Call Center Rep

School of Science and Technology; New York (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

School of Science and Technology is seeking a polite, professional Call Center Representative to join our team in New York. You will work with colleagues to provide outstanding service by answering questions, handling complaints, and troubleshooting product issues.

The role involves processing high-volume inbound/outbound calls and guiding customers to appropriate solutions. The ideal candidate is customer-focused, detail-oriented, reliable, and adaptable, with strong verbal and written

Qualifications

• High school diploma or equivalent required.
• Exceptional customer service and communication skills.
• Ability to listen, ask clarifying questions, and diffuse tense situations.
• Familiarity with CRM software and accurate data entry.

Responsibilities

• Answer or make calls to understand customer needs, complaints, or issues with products or services.
• Respond quickly and accurately, explain solutions, and ensure customers feel supported.
• Practice active listening, confirm information, and diffuse tense situations as needed.
• Build lasting relationships with customers and team members based on trust and reliability.
• Use CRM software and scripts appropriately to assist customers.

Skills

Customer service

Active listening

Verbal and written communication

Time management

Adaptability

Problem solving

Education

High school diploma or equivalent

Tools

CRM software

Typing speed

Job description

We are searching for a polite, professional call centerrepresentative to work closely with other team members to provideoutstanding service to our customers by answering questions, handlingcomplaints, and troubleshooting problems with our products and services.The call center representative may handle a high volume of inbound oroutbound calls or both and should seek to create a positive experiencefor each caller. They will listen to clients to understand the reasonfor their call, address all questions or complaints, and provide anaccurate and efficient response.

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

Call Center Representative Responsibilities:

• Answeringor making calls to clients to learn about and address their needs,complaints, or other issues with products or services.
• Respondingefficiently 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.