What are the responsibilities and job description for the Call Center Representative position at CCS - Customer Contact Services?
At Customer Contact Services (CCS), we are a fast-growing, fun, and dynamic contact center that takes pride in delivering top-quality telephone answering services. Our team is passionate about customer service, and we strive to create an energetic and supportive work environment where our employees can thrive. If you’re looking to join a company that values teamwork, growth, and a positive atmosphere, we want to hear from you!
The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include accurately following client-specific scripts, gathering and documenting caller information, setting appointments and ensuring messages are relayed correctly.
Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.
Job Responsibilities:
The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include accurately following client-specific scripts, gathering and documenting caller information, setting appointments and ensuring messages are relayed correctly.
Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.
Job Responsibilities:
- Deliver exceptional customer service to all callers
- Answer incoming calls in a timely manner
- Identify the caller’s needs for call resolution
- Adhere to company scripts and procedures to ensure consistency
- Provide customers with product and service information
- Accurately process online reservations
- Accurately document call information and interactions
- Maintain a knowledge base of evolving products and services
- Identify and escalate issues to supervisors
- Maintain Quality Assurance standards
- Ongoing training for all CCS client programs and accounts
- Other duties as assigned
- G.E.D. or higher education level
- One year of call center or customer service experience
- Understanding of basic computer hardware, software, and general systems
- Computer navigation & typing skills to manage multiple programs, platforms, and systems
- Ability to identify, understand, and protect confidential information
- Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
- Excellent written communication and documentation skills
- Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules.
- Strong problem-solving skills and attention to detail.
- Saturday or Sunday
- 9:30 AM - 6:00 PM CST
- 7:00 AM - 3:30 PM CST
- 3:00 PM - 10:00 PM CST
- 12:00 PM - 8:00 PM CST
- Keyboard - F1 - F12 keys, Page Up/Page Down
- Two monitors
- Webcam
- Ability to connect to the internet via an Ethernet cord (WIFI not permitted)
- Wired USB Headset
- Windows 11
- 8 gigs of RAM or more (Installed Physical Memory)
- Intel i3 or AMD Ryzen 3 CPU or better.
- Work from home
- Monthly Performance Bonus Opportunities
- Medical insurance (full-time employees)
- Dental and Vision insurance (full-time employees)
- 401k
- Paid time off
- Life insurance
- Holiday incentive pay
- Employee events and activities
- Advancement opportunities