Call Center Representative

HomeX Services Group; Lincoln (RI); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401K Plan with Company Match

PTO & Holiday Pay

Job summary

A customer service provider in Lincoln, Rhode Island is seeking a Call Center Representative. In this full-time position, you will provide exceptional customer service through inbound and outbound calls, addressing inquiries and resolving complaints. The role requires strong communication skills and a customer-focused approach. Weekend and holiday shifts are required. Benefits include medical, dental, and vision insurance, along with a 401K plan and a supportive company culture.

Qualifications

• Previous experience in a customer service or call center role is preferred.
• Ability to work well independently and in a team environment.
• Customer-centric mindset and a passion for delivering exceptional service.

Responsibilities

• Answer incoming calls promptly and professionally.
• Provide accurate information about products and services.
• Investigate and resolve customer complaints.

Skills

Excellent verbal and written communication skills

Strong active listening and problem-solving abilities

Ability to handle difficult customers

Multitasking and organizational skills

Customer-centric mindset

Education

High school diploma or equivalent

Tools

Customer relationship management (CRM) tools

Job description

Job Summary

As a Call Center Representative, you will be responsible for providing exceptional customer service and support through telephone interactions. You will handle inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. Your role will require excellent communication skills, a customer-focused approach, and the ability to multitask. Weekends and holidays are required.

Responsibilities

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests.
• Provide accurate and detailed information about products, services, and company policies to customers.
• Investigate and resolve customer complaints or concerns, escalating to higher-level support when necessary.
• Maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
• Document customer interactions, including details of inquiries, complaints, or actions taken, in the appropriate systems or databases.
• Follow established call center scripts, procedures, and guidelines to ensure consistent and quality customer interactions.
• Meet or exceed individual and team performance targets, including average call handling time, customer satisfaction, and first-call resolution.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
• Participate in ongoing training and professional development programs to enhance knowledge and skills.
• Adhere to call center policies and procedures, including confidentiality and data protection guidelines.
• Contribute to a positive and supportive team environment, actively sharing knowledge and best practices with colleagues.
• Identify opportunities for process improvements and provide feedback to supervisors or managers.
• Adapt to a flexible work schedule, including evening shifts, weekends, and holidays, as required.

Qualifications

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or call center role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle difficult or irate customers with patience and professionalism.
• Familiarity with call center software and systems, including customer relationship management (CRM) tools and telephony systems.
• Proficiency in using computers and navigating multiple software applications simultaneously.
• Strong multitasking and organizational skills with the ability to prioritize and manage time effectively.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work well both independently and in a team environment.
• Positive attitude, resilience, and adaptability to handle a high-pressure work environment.
• Customer-centric mindset and a passion for delivering exceptional service.
• Ability to maintain professionalism and composure during challenging customer interactions.
• Willingness to adhere to call center metrics and performance goals.
• Medical, Dental, Vision Insurance.
• 401K Plan with Company Match.
• PTO & Holiday Pay.
• Long Term Disability.
• Company Paid Life Insurance.
• Flexible Spending Account.
• Great Company Culture.
• Continuous and extensive training and development.

Job Type

Full-time – In office.

Shifts Available

• 1st Shift – 7 a.m., 8 a.m., 9 a.m., and 10 a.m. start times.
• Mid Shift – 12 p.m. – 8:30 p.m. and 11 a.m. – 7:30 p.m.
• 2nd Shift – 2:30 p.m. – 11 p.m.