Call Center Representative/Customer Service

CMSC Contact Center Representative I Job Description

Contact Center Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation. They often have the following responsibilities:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, scheduling class room or road lessons or other account items
• Collaborate with other call center professionals to improve customer service

Customer Service Representative, Bilingual Preferred (Spanish/English)

This position is with Central Massachusetts Safety Council (CMSC) located in our West Boylston, MA Office

As a member of the CMSC Contact Center, you will work primarily with our customers to create an outstanding service experience. This exciting customer focused position includes responsibilities in the areas in and out bound call management, customer walk in activity, and internal duty assignments.

Hours: Schedule will be Monday thru Friday, 10:00 a.m. to 6:00 p.m. Some Saturdays and holidays are required to be staffed.

Benefits: Full Time,

Review Performance on or prior 90 days from start date.

Job Overview
Performs a variety of customer service functions within the CMSC Contact Center including general question and answer, scheduling: class room, road lessons warm ups, parent class, motorcycle and Skid School. You will be responsible for triaging questions and dispatching to a subject matter expert within our office.

Meets established goals and objectives via telephone and/or electronic means providing a superior customer experience. Provides highest quality, caring service by following established service levels and procedures for functions performed.
Establishes and maintains effective relationships with customers on behalf of the company in a customer centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all customer requirements are completely met.

Job Requirements

Knowledge, Skills and Abilities

· Education: High School diploma or higher.

· Experience: 1 – 3 years, preferable previous call center experience working with a CRM application.

· Knowledge: One week of observation training, one-week hands on training then general supervision with periods of working independently.

· Decision Making: Makes decisions within position standards. Applies guidelines and procedures that require some interpretation in dealing with customers. Work requires judgment to select among multiple potential pre-defined courses of action.

· Supervision Received: Works under general supervision. Typically, does not receive instructions on routine work. Receives general instructions on new types of procedures, process or projects.

· Leadership: Works as an individual contributor. May participate in training less experienced staff.

· Problem Solving /Operations/Direct Work Involvement: Applies critical thinking to help solve moderately complex problems requiring independent thinking with direction.

· Client Contacts: Contacts other staff members and or external organizations or parties frequently. Contacts involve obtaining or providing information on matters which may be sensitive and or moderately complex to interpret.

Additional Knowledge, Skills and Abilities

This position may be filled with an individual with basic customer service experience, based on their level of education. High School or GED diploma required, additional education and call center experience is a plus. General skills include the ability to navigate and process data using Windows based applications, multiple monitors, desk phone with a headset. Must have at least average mathematical skills and aptitude. Bilingual (Spanish/English) skills are preferred.
Must have excellent oral and written communication skills.Interaction(s) with our clients will require a high degree of emotional intelligence to ensure each occurrence results in a positive customer experience
An individual must have the ability to display strong in person and telephone customer service skills in order to obtain/provide accurate and complete information. The individual must have the ability to empathize with the caller and provide them with confidence and trust that the company is here to assist them with their inquiry. Must be able to shift from one function to another with relative ease and proficiency.

Benefit Conditions:

• Waiting period may apply

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely

• No

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program

Shift:

• 8 hour shift

Experience:

• Call center: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $20