What are the responsibilities and job description for the Call Center Agent position at Genesis Call Center, LLC?
Overview: We are looking for a customer-oriented Call Center Agent that will be the liaison to provide product/service information and resolve any emerging programs that our customer accounts might face with accuracy and efficiency across multiple industries.
Our serviced industries include roadside assistance, telecommunications mass media entertainment, home improvement retail, electricity retail, hospitality, travel, tourism, and more. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
The best Call Center Agents are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Problem-solving also comes naturally to Call Center Agents. They are confident at troubleshooting and investigate if they do not have enough information to resolve customer issues. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Service Type: Customer Service, Technical Support, &/or Sales
Work Commitment: 15-hours per week or more
Schedule Availability: Flexible
Schedule Structure: Agent manages own schedule
Location: Nationwide except CA, CT, MA, MD, NY, OR, WA, or WI
Training Availability: 1-4 Weeks
Responsibilities:
- Manage large amounts of inbound and outbound calls in a timely manner.
- Probe to identify the need of the customer based on service or product situation.
- Process orders, returns, and exchanges.
- Assist with billing questions, process payments, and adjust service plans.
- Dispatch a service provider to assist the customer when applicable.
- Provide status updates on products and services to customers.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to up-sell products when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Meet personal/team qualitative and quantitative targets.
Knowledge/Skills/Abilities:
- Ability to remain resilient, project patience and empathy, and provide excellent Client service when dealing with stressful situations.
- Self-disciplined to manage your own schedule and adhere to it.
- Ability to utilize multiple computer programs at the same time.
- Exhibit professional, courteous, and friendly behavior.
- Customer focus and adaptability to different personality types.
- Ability to multitask, set priorities and manage time effectively.
Qualifications:
- Authorized to work in the United States
- US resident (any state except CA, CT, MA, MD, NY, OR, WA, or WI)
- At least 18 years old
- High school diploma or GED
- Proficient in English
- Strong data entry skills
- Excellent customer service abilities
- Good phone etiquette and communication skills
- Computer skills
- Experience with outbound calling
- Analytical skills
- Multilingual or bilingual proficiency is a plus
- Sales and upselling experience preferred
- Spanish language proficiency advantageous
- All information kept confidential according to EEO guidelines.
Benefits Offered:
- Paid Training
- Paid Time Off
- Flexible Schedule
- Wellness Resources
- Employment Security
- Training & Development
- Advancement Opportunities
- Safe Workplace Environment
- Health Care Options (including Telehealth, Dental & Vision)
Job Types: Full-time, Part-time
Pay: $10.00 - $14.00 per hour
Expected hours: No less than 15 per week
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Referral program
Work Location: In person
Salary : $10 - $14
