Call Center Representative

ROCS Grad Staffing; Rockville (MD); On-site; USD 32,000 - 52,000; Full time

Job summary

ROCS Grad Staffing is seeking a Call Center Representative to serve as the first point of contact for customers, handling calls, emails, and chat to resolve inquiries and provide information on products and services.

You will address inquiries, process orders, and document interactions while maintaining high customer satisfaction and meeting performance metrics. Evening, weekend, and holiday shifts may be required.

Qualifications

• High school diploma or equivalent; some positions may require post-secondary education.
• Proven customer service experience, preferably in a call center.
• 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.

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.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Problem solving

Calm under pressure

Education

High school diploma

Post-secondary education (optional)

Tools

CRM software

Call center software

Phone systems

Job description

A Call Center Representative plays a key role in customer service by handling inbound or outbound calls to assist customers. Here’s a general job description for this role:

Job Title: Call Center Representative

Job Summary: 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.

Key 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

• High school diploma or equivalent; some positions may require post-secondary education.
• Proven customer service experience, preferably in a call center environment.
• 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

• Bilingual abilities (if applicable to the customer base).
• Experience with specific CRM or telephony systems.
• Prior experience in the same industry (e.g., tech support, healthcare, retail).