Call Center Agent

We are seeking a dedicated and customer-focused Call Center Agent to join our dynamic team. In this role, you will be responsible for providing excellent customer service by answering inbound calls, resolving customer inquiries, and ensuring a positive customer experience.

Key Responsibilities

• Answer Inbound Calls: Handle a high volume of incoming calls from customers, addressing their inquiries, concerns, or complaints.
• Customer Support: Provide accurate information about products, services, and policies to assist customers with their needs.
• Issue Resolution: Resolve customer issues and complaints efficiently, escalating complex matters to supervisors when necessary.
• Data Entry: Document call details, customer interactions, and resolutions accurately into the company’s CRM system.
• Follow Up: Make outbound calls as needed to follow up on unresolved customer issues or to gather feedback.
• Adhere to Scripts: Follow company guidelines and call scripts while remaining flexible to ensure a personalized customer experience.
• Maintain Confidentiality: Handle sensitive customer information with discretion and in compliance with privacy laws.
• Meet Performance Targets: Achieve daily, weekly, and monthly targets for call handling, customer satisfaction, and issue resolution.

Skills, Knowledge and Expertise

• Communication Skills: Excellent verbal communication and active listening skills are essential.
• Problem-Solving Abilities: Ability to think on your feet and resolve customer issues in a timely manner.
• Technical Proficiency: Familiarity with CRM systems and basic computer operations.
• Customer Service Experience: Previous experience in customer service or call center environments is preferred but not required.
• Time Management: Strong organizational skills to manage multiple tasks and meet deadlines.

Benefits

Medical Insurance

The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents

Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement

The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided

Under this arrangement, the employee is provided with an annual opt out payment.

Vision and Prescription

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents

Contributions may vary, subject to collective bargaining agreement.

Dental Coverage

The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents

Contributions may vary, subject to collective bargaining agreement.