Position Title: Call Center Representative

Location: Washington, DC

Department: Customer Service

Reports To: Call Center Manager/Supervisor

Job Summary: We are seeking a motivated and customer-oriented Call Center Representative to join our team. The ideal candidate will have excellent communication skills and a passion for helping customers. As a Call Center Representative, you will handle inbound and outbound calls, address customer inquiries, provide information about products and services, and resolve customer complaints. Your goal will be to ensure customer satisfaction and maintain a high level of professionalism.

Key Responsibilities:

• Answer inbound calls and respond to customer inquiries and concerns.
• Provide accurate information about products, services, and company policies.
• Document all customer interactions and maintain detailed records of calls.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Follow call center scripts and procedures to ensure consistency and quality.
• Meet or exceed performance targets, including call handling time, customer satisfaction, and call resolution rates.
• Stay updated on product knowledge, company updates, and industry trends.
• Participate in training sessions and team meetings.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Excellent communication skills, both verbal and written.
• Strong listening and problem-solving abilities.
• Ability to handle stressful situations and manage multiple tasks simultaneously.
• Proficient in using call center software, databases, and CRM tools.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment and adapt to changing priorities.