What are the responsibilities and job description for the Customer Service Agent - Call Center position at Dolce Vita Wellness Spa?
At Dolce Vita Wellness Spa, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We’re looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and naturally adapt them when issues arise during a call. This position will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for purchases. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.
Objectives of this role
- Handle a large volume of inbound and outbound calls in a timely manner
- Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
- Recommend improvements for systems and processes to boost organizational efficiency
- Provide exceptional customer service to clients via phone and email
- Assist customers with inquiries, scheduling, and requests
- Resolve customer complaints in a professional and timely manner
- Upsell products and services to customers when appropriate
- Collaborate with other team members to ensure customer satisfaction
Responsibilities
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Identify opportunities for driving sales and revenue of the company’s existing offerings, and seize opportunities to upsell when appropriate
- Memorize scripts for packages and services, and refer to them during calls
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
- Create and maintain record of daily problems and remedial actions taken
- Leverage data and insights gathered by the call center to recommend and influence process improvements
- Monitor and respond to Optin Monster leads and get conversions
- Monitor company email info@ for requests, questions, and route to appropriate departments.
- Maintain lead generation in CRM system GenCorr. Follow scripts and complete text and phone follow up to get consultation bookings. (This program is being revised and will be ready to implement in about 60 days).
Required skills and qualifications
- High school degree or equivalent
- Experience working in a call center or customer-support role
- Strong active-listening and verbal-communication skills
- Proficiency in problem-solving
- Ability to multitask and manage time effectively
- Expertise in conflict resolution
- Experience in customer sales
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: Hybrid remote in Reno, NV 89511
Salary : $18 - $20
