Call Center Representative

Position Description

Job Title: Call Center Representative
Supervisor: Call Center Supervisor
FLSA Status: Hourly/Non-Exempt
Work Schedule: Full Time; Monday-Friday (8am – 5pm)

POSITION SUMMARY
Reporting directly to the Call Center Supervisor, the Call Center Representative should be polite, professional, and able to work closely with other team members to provide outstanding service to Barn Management’s customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Representative may handle a high volume of inbound and/or outbound calls 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 Representative, you should be customer-focused, detail oriented, reliable, knowledgeable, and adaptable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Managing a large amount of inbound and outbound phone calls.
• 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.
• Maintain records of customers’ calls, comments, and the resolution achieved.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• None

MINIMUM QUALIFICATIONS, EDUCATION, AND KEY COMPETENCIES

• High School Diploma or equivalent. Bachelor’s degree in a related field of study preferred.
• Prior experience working in customer service and/or a call center is heavily favored.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Exceptional customer service, active listening, and verbal and written communication skills.
• Strong time management and decision-making skills.
• Flexible, dependable, and adaptable.
• Detail oriented and comfortable working in a fast-paced office environment.
• Bilingual in English and Spanish is strongly favored.

REQUIRED LICENSES & OTHER MISC NECESSITIES

• Must have a valid driver’s license and reliable transportation.
• Able to pass a pre-employment drug screen and a thorough criminal background check.

BARN MANAGEMENT IS AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Bilingual candidates are preferred. Do you speak English and Spanish?
• Have you ever worked in a Call Center setting before?
• Have you ever been terminated from a job?
• Attendance is critical to the success of our organization, and excessive absenteeism is simply not tolerated. This position is full time, Monday-Friday, from 8am-5pm. That being said, do you have any concerns with this work schedule?
• What is your desired hourly rate?
• If selected for this position, when would you be able to start?
• Barn Management Group conducts a thorough background screen and a comprehensive 10-panel drug test on all contingent new hires. Will you be able to pass both of these pre-employment inquiries?
• Do you have reliable transportation so that you may arrive to work on time each day at 8am?
• This position requires a lot of data entry and note taking via a computer. Are you familiar with and comfortable using software and a computer? Please describe your typing skills.
• Thank you for taking the time to complete this pre-screening questionnaire. In closing, please tell us a little about YOU!

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $15