What are the responsibilities and job description for the Call Center Agent position at CDR Maguire Inc.?
CDR Maguire, Inc., a national engineering and emergency management firm, is hiring multiple Call Center Agents to provide crucial support for a large-scale emergency management mission. This role will be responsible for handling inbound and outbound calls, answering questions and inquiries, troubleshooting problems and handle complaints regarding products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.
Essential Functions :
Answering phone calls from customers professionally and responding to customer inquiries and complaints
Required researching information using available resources
Handling and resolving customer complaints regarding product sales to customer service problems
Providing customers with the organization’s service and information
Processing forms, orders, and applications requested by the customers
Identifying, escalating priority issues and reporting to the high-level management
Routing inbound calls to the appropriate resources
Following up with complicated customer calls where required
Completing call notes and call reports as necessary and updating them in the computer
Obtaining and evaluating all relevant data to handle complaints and inquiries
Recording details of comments, inquiries, complaints, and actions taken
Managing administration, communicating, and coordinating with internal departments
Requirements
Experience working with Emergency Management or 911 Dispatch Preferred
High school diploma or equivalent
Flexible schedule open availability to work 24x7 (hours to be determined)
Experience in dealing with the public over the phone
Proficient in Outlook, Microsoft Suite which includes Word, Excel, etc.
Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.
Able to react effectively and calmly in emergencies
Able to maintain customer confidentiality
The ability to make decisions.
The ability to handle multiple tasks while working in a fast-paced environment and meet deadlines
Ability to deal with high pressure
CDR Maguire is an Equal Opportunity Employer M / F / D / V and EO / AAN / D. Must be able to work in the United States to apply.
