Customer Experience Advocate

ROCS Grad Staffing; Rockville (MD); Sur place; USD 32 000 - 48 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Call center experience

Excellent communication

Multitasking

Problem-solving

Patience under pressure

Timely follow-ups

Formation

Bachelor's degree (preferred)

Outils

CRM systems

Call center software

Description du poste

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.