Call Center Representative

Atlantic Group; Reading (MA); On-site; USD 42,000 - 58,000; Full time

Job summary

Atlantic Group in Reading, MA is seeking a customer service representative to handle inbound inquiries, provide product and order information, and assist with issue resolution. You will document interactions, follow scripts, and collaborate with Sales, Quality, and Operations to ensure customer satisfaction.

The role requires strong communication skills, problem-solving ability, and proficiency with CRM systems and MS Office.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in a call center or customer service environment preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Professional, patient, and composed handling challenging interactions.
• Comfortable with computers, CRM systems, call center software, and Microsoft Office.

Responsibilities

• Respond to inbound customer calls and inquiries professionally and promptly.
• Provide accurate information regarding products, services, orders, and account status.
• Identify customer needs, troubleshoot, and resolve or escalate as needed.
• Document interactions and resolutions accurately in systems.
• Follow call handling procedures, scripts, and company policies.
• Manage high volume calls with accuracy and attention to detail.
• Conduct outbound calls to follow up on inquiries, orders, or service requests.
• Coordinate with internal departments to resolve concerns.
• Escalate complex or urgent issues to appropriate teams.
• Maintain confidentiality of sensitive information.
• Meet performance expectations for call quality, response time, and customer satisfaction.
• Identify recurring issues and communicate trends to management.
• Support additional customer service and administrative activities.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Professional demeanor

CRM experience

MS Office

Education

High school diploma or equivalent

College coursework or degree preferred

Tools

CRM systems

Call center software

Microsoft Office

Job description

• Respond to inbound customer calls and inquiries in a professional, timely, and courteous manner.
• Provide accurate information regarding products, services, orders, account status, and general customer questions.
• Identify customer needs, troubleshoot issues, and provide appropriate resolutions or escalated matters when necessary.
• Document customer interactions, concerns, requests, and resolutions accurately within the appropriate systems.
• Follow established call handling procedures, scripts, quality standards, and company policies.
• Manage a high volume of calls while maintaining professionalism, accuracy, and attention to detail.
• Conduct outbound calls as needed to follow up on customer inquiries, orders, service requests, or unresolved issues.
• Coordinate with internal departments, including Customer Service, Sales, Quality, Operations, Technical Support, and other teams, to resolve customer concerns.
• Escalate complex, sensitive, or urgent issues to the appropriate department or supervisor.
• Maintain confidentiality and appropriately handle sensitive customer and company information.
• Meet established performance expectations related to call quality, response time, productivity, customer satisfaction, and case resolution.
• Identify recurring customer issues and communicate trends or opportunities for improvement to management.
• Assist with maintaining accurate customer records and ensuring all required information is captured.
• Participate in training and ongoing development to maintain knowledge of company products, services, systems, and procedures.
• Support additional customer service and administrative activities as assigned.

Qualifications & Experience

• High school diploma or equivalent required; college coursework or degree preferred.
• 1-3 years of experience in a call center, customer service, contact center, or similar customer-facing environment preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to remain professional, patient, and composed when handling challenging customer interactions.
• Comfortable working with computers, customer relationship management (CRM) systems, call center software, and Microsoft Office applications.