Call Center Representative

ROCS Grad Staffing; Rockville (MD); On-site; USD 32,000 - 48,000; Full time

Job summary

ROCS Grad Staffing is seeking a Call Center Representative to be the first point of contact for customers. You will handle inquiries via phone, email, or chat, provide product information, and resolve issues with professionalism in a fast-paced environment.

Responsibilities include processing orders, assisting with cancellations/returns, and escalating complex issues. Strong communication and CRM software skills are essential, with flexibility to work evenings, weekends, and holidays as needed.

Qualifications

• 2+ years of call center experience.
• Bachelor's degree preferred but not required.

Responsibilities

• Answer incoming calls and respond to customer inquiries.
• Provide accurate information regarding products, services, and policies.
• Handle and resolve customer complaints calmly and professionally.
• Assist with order placement, cancellations, returns, and other requests.
• Escalate unresolved issues to the appropriate department or supervisor.
• Document customer interactions and follow-up actions.
• Maintain high customer satisfaction through timely responses and support.
• Meet or exceed performance metrics such as call handling time and CSAT.

Skills

Call center experience

Excellent communication

Multitasking

Problem-solving

Patience under pressure

Timely follow-ups

Education

Bachelor's degree (preferred)

Tools

CRM systems

Call center software

Job description

As a Call Center Representative, you will serve as the first point of contact for customers, providing exceptional customer service through phone, email, or chat. You will be responsible for addressing inquiries, resolving complaints, processing orders, and providing information about the company’s products and services.

Responsibilities

• Answer incoming calls and respond to customer inquiries efficiently and professionally.
• Provide accurate information regarding products, services, and policies.
• Handle and resolve customer complaints in a calm and professional manner.
• Assist with order placement, cancellations, returns, and other customer requests.
• Escalate unresolved issues to the appropriate department or supervisor.
• Document customer interactions, transactions, and follow-up actions.
• Maintain a high level of customer satisfaction by providing timely responses and support.
• Meet or exceed performance metrics, such as call handling time and customer satisfaction scores.
• Stay updated on product and service knowledge to offer the best solutions to customers.

Requirements

• Bachelor's degree preferred but not required
• 2+ years of call center experience
• Strong communication skills, both verbal and written.
• Proficiency in using call center software and CRM systems.
• Ability to multitask and handle high call volumes efficiently.
• Problem-solving skills and attention to detail.
• Patience and the ability to remain calm under pressure.
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed.

Preferred Skills

• Experience with specific CRM or telephony systems.
• Prior experience in the same industry (e.g., tech support, healthcare, retail).