Role: Call Contact Center Specialist

Location: Raleigh, NC

Type: Contract to Hire

Overview:

We are seeking a motivated and results-oriented Call/Contact Center Specialist to join our team in a contract-to-hire role. You will play a key role in providing exceptional customer service through high-volume telephone and email communications. You will be responsible for handling inbound inquiries, resolving customer issues, exceeding customer expectations, and achieving key performance metrics.

Responsibilities:

• Respond to a high volume of incoming phone calls and emails from customers.
• Effectively handle customer inquiries and concerns, providing accurate and timely information.
• Troubleshoot and resolve customer issues professionally and efficiently.
• Upsell and cross-sell products and services when appropriate.
• Maintain a positive and professional demeanor at all times.
• Document interactions accurately and efficiently.
• Meet or exceed established performance goals, including call handling time, resolution rate, and customer satisfaction.
• Stay informed about company policies, products, and services.

Requirements:

• Minimum of 4 years of experience as a Call/Contact Center Specialist or similar role.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving and conflict resolution skills.
• Ability to work effectively in a fast-paced and demanding environment.
• Proficient in Microsoft Office Suite and other relevant software.
• Detail-oriented and highly organized with a strong sense of accuracy.
• Ability to multi-task and prioritize effectively.
• Ability to handle pressure and remain calm under challenging circumstances.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request