What are the responsibilities and job description for the Call Center Representative position at ExecuSource?
CONTRACT TO HIRE AFTER 3-5 MONTHS
Pay : 18.50 / hr
Location : On site in Richardson
Key Responsibilities :
- Responds to incoming customer calls, assisting directly or directing them to the appropriate person.
- Maintains positive customer relationships, ensuring all interactions align with company standards.
- Addresses and resolves customer inquiries, complaints, and concerns via phone, email, and chat, including billing questions, technician ETAs, scheduling, and service / product inquiries.
- Troubleshoots issues by identifying problems, researching solutions, implementing fixes, and escalating unresolved concerns.
- Updates customer accounts to maintain accurate records.
- Properly categorizes calls using call monitoring software.
- Follows CPI compliance regulations when processing phone payments.
- Updates the capacity planner for booked, rescheduled, or canceled appointments.
- Collaborates with the Sales and Service Coordinator to enhance scheduling accuracy and response efficiency.
- Keeps customers informed about the status of their service calls.
- Assists with dispatching duties as needed.
- Continuously stays up to date on company products, services, and promotions.
- Works with dispatch to refine scheduling accuracy and response times.
- Maintains reliable attendance and consistent job performance.
- Performs additional duties as assigned.
Qualifications :
