This position is responsible for receiving, evaluating, and coordinating customer care calls. This may include inbound and outbound calls to and from customers, listening to customers’ needs or issues, and providing helpful solutions as needed.
Responsibilities
Answer incoming customer care calls; call types include but are not limited to: operator services, directory assistance, and third-party answering services
Accurately obtain, document, and verify pertinent information while providing instructions to the caller and connecting them to the appropriate party
Maintain conversation with the caller in a qualified manner
Provide alternative solutions when a caller’s request cannot be fulfilled
Work independently as part of a team while being aware that the other operators may have calls in progress that involve multiple individuals
Actively display judgement, tact, compassion,
and empathy
Use logic and reasoning when assisting callers
Stay motivated to multi-task under pressure in a highly repetitive environment
Qualifications
1-year previous experience in call center, or customer service preferred
Ability to retain emotional control, remaining calm and professional during all interactions
High School Diploma or GED equivalent
Successfully pass pre-employment background check
Fluent English speaking, reading, and writing abilities
Ability to type a minimum of 45 words per minute with 95% accuracy
Proficient use of multiple computer programs and telephone
Must be able to work non-standard business hours and/or overtime when required