Company Description

BCT Partners is a diverse-led, multidisciplinary, international consulting firm that delivers a full range of research, consulting, training, technology, and analytics services. Our mission is to harness the power of diversity, insights, and innovation to transform lives, accelerate equity, and create lasting change. BCT works with government agencies, corporations, nonprofit organizations, educational institutions, and foundations, and is one of the leading firms in the country with expertise in the following markets: housing and community development, economic development, workforce development, children and families, health, education, and diversity, equity & inclusion. BCT has been recognized by Forbes as one of America’s Best Management Consulting Firms, Ernst & Young as EY Entrepreneur of the Year, Manage HR Magazine as a Top 10 Firm for Diversity & Inclusion, the Black Enterprise BE100, and the Inc. 5000 fastest-growing private companies in America.

Job Description

Bct Partners is searching for a polite, professional call center specialist to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call center specialist may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful call center specialist, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Pay: $19.35 - $28.67

Call Center Specialist Responsibilities:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Qualifications

• High school diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Fluency in multiple languages may be desired.

Additional Information

It is the policy of BCT Partners to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

All your information will be kept confidential according to EEO guidelines.