What are the responsibilities and job description for the Customer Service Call Center Representative (REMOTE, PHOENIX, AZ) position at CallPoint Contact Center Solutions?
CallPoint Contact Center Solutions, a growing call center focused on the HVAC, plumbing, and electrical industries, is looking for Customer Service Representatives (REMOTE) in the Phoenix, Arizona area. Responsibilities include handling calls from customers regarding home services issues with the goal of providing a best in class customer service experience and scheduling an appointment. The Customer Support Center is a 365, 24/7 operation and is open on all weekends and holidays.
This is a WORK FROM HOME call center CSR position. Applicants must be located in the Phoenix, Arizona metropolitan area and able to attend an ON SITE training class that starts on Jan. 27, 2025 in Phoenix. Training is for 4 to 5 weeks then the job is WORK FROM HOME after training is complete.
Benefits include medical, dental, vision insurance and pay is a base hourly rate with weekly performance based bonuses after training.
Essential Functions/Responsibilities
- Handle calls from nationwide home services customers and resolve all issues within a single contact
- Upsell additional services to enhance customer satisfaction
- Communicate empathetically with our customers addressing their needs
- Follow up with customers to resolve their concerns
- Meet booking conversion, quality, adherence and productivity requirements
- Work and document accurately with close attention to detail
Minimum Training, Experience and Knowledge Required
- High school diploma, general education degree or equivalent
- Exceptional phone skills and persuasive communication style
- Must be socially focused; “How can I help you?" attitude and a fast learner
- Ability to remain calm and courteous under pressure and navigate tense situations
- Excellent with time-management, problem-prevention and problem-solving skills
- Proficient with a computer and ability to navigate through multiple applications including, but not limited to: Web applications, Chrome, Microsoft Excel
- Typing speed of 40 WPM required
- Dependable and punctual
- Quiet workspace at home with high-speed, reliable internet
- Able to sit for long periods of time and wear headphones
- Minimum of 2 years of previous experience within a customer facing environment preferred
- Bilingual (English/Spanish) a plus