Call center representative

Simon’s Window Cleaning Inc.; New York (NY); On-site; USD 40,000 - 58,000; Full time

Job summary

Simon’s Window Cleaning is seeking a bright, enthusiastic Call Center Representative to handle high-volume inbound calls and outbound appointment setting in our New York office.

You will use strong communication and multitasking skills to deliver outstanding customer service, maintain records, and help retain client memberships while meeting productivity and quality standards.

Qualifications

• High School diploma or equivalent required.
• Minimum of 3 years of versatile Call Center experience.
• Dedicated to providing superior customer service.
• Exceptional phone and interpersonal skills.
• Exceptional written and verbal communication skills.
• Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment.
• Strong judgment skills to make sound business decisions and resolve issues calmly and diplomatically.
• Typing speed of at least 40 wpm.
• Able to sit for the majority of their shift.
• Shifts between 7:00 AM and 8:00 PM, Monday through Saturday.
• Pre-employment screening (drug/alcohol and background check) required.

Responsibilities

• Receive a high volume of inbound calls and identify requests or problems to provide effective solutions.
• Make outbound calls to existing clients to book appointments with high conversion.
• Use critical thinking to solve client problems and determine the best solution.
• Express empathy and ownership of client satisfaction.
• Maintain understanding of product and service portfolio.
• Summarize and relay information to clients and internal teams.
• Respond to cancellation requests and retain memberships or appointments.
• Enter accurate and detailed records of interactions and actions taken.

Skills

Interpersonal skills

Phone communication

Written communication

Verbal communication

Typing 40 wpm

Multitasking

Customer service

Judgment skills

Calm and diplomatic

Education

High School diploma or equivalent

Tools

Microsoft Word

Outlook

Excel

Job description

Simon’s Window Cleaning is a fast growing window cleaning company that is driven by our 7 Core Values:Integrity, Respect, Compassion, Punctuality,
Teamwork, Enthusiasm, and AccountabilityAs well as our “Good Deeds For Free” brand promise. Our corporate office in New York, NY has an
immediate need for a bright, enthusiastic, self-motivated Call Center Representative. Simon’s Window Cleaning Call Center Representatives must
possess a diverse skill-set, from multi- tasking and working well under pressure, to making sound judgment calls under pressure. Our customers are
promised 100% Satisfaction Guaranteed, and our Call Center Representatives are accountable for ensuring this happens during every single customer
interaction.

Duties and Responsibilities:

• Receive high volume of inbound calls, quickly identifying the client’s request or problem and efficiently providing the most effective solution
• Make outbound calls to existing clients, booking appointments at a high conversion rate
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Express empathy and compassion, taking full ownership of the client’s satisfaction
• Proactively gain and maintain a full understanding of our portfolio of products and services
• Effectively summarize and relay information received to both clients and internal customers
• Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments
• Efficiently enter accurate and detailed records of customer interactions and actions taken
• Consistently follow order entry guidelines with minimal errors
• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts
• Work well with guidelines instead of rules and complete work without requiring follow up

Skills/Qualifications:

• Must live the company’s core values of Respect, Accountability, Compassion, and Enthusiasm
• High School diploma or equivalent required, college preferred
• Minimum of 3 years of versatile Call Center experience
• Dedicated to providing superior customer service
• Exceptional phone and interpersonal skills
• Exceptional written and verbal communication skills
• Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
• Ability to talk and type accurately; typing speed of at least 40 wpm
• Ability to sit for the majority of their shift
• Proficient in Microsoft Word, Outlook, and Excel
• Availability to work shifts between 7:00 AM and 8:00 PM, Monday through Saturday
• Ability to successfully pass all pre-employment screening (drug/alcohol screening and background check as a condition of employment)