What are the responsibilities and job description for the Call Center Representative position at Elevation Academy?
Job Title: Call Center Representative
Department: Customer Service
Reports To: Call Center Supervisor
Job Summary
As a Call Center Representative, you will be the primary point of contact for customers, providing support, answering questions, resolving issues, and ensuring an excellent customer experience. This role requires strong communication skills, patience, and the ability to work in a fast-paced environment while handling multiple tasks.
Key Responsibilities
- Handle Inbound and Outbound Calls: Respond to customer inquiries promptly, addressing their concerns, and providing accurate information.
- Resolve Customer Issues: Troubleshoot and resolve product or service-related issues to ensure customer satisfaction.
- Escalate Complex Issues: Identify and escalate unresolved issues to relevant departments or supervisors.
- Meet Performance Metrics: Achieve targets related to customer satisfaction, call resolution, call handling time, and other KPIs.
- Maintain Product Knowledge: Stay up-to-date on products, services, policies, and procedures to provide accurate information.
- Adhere to Protocols: Follow all company and legal protocols, including data privacy and quality standards.
Requirements
- High school diploma or equivalent. Bachelor’s degree preferred.
- Excellent verbal and written communication skills
- Strong active listening and problem-solving abilities
- Proficiency with CRM software and Microsoft Office Suite
- Ability to multitask and manage time effectively
Salary : $18 - $24
