What are the responsibilities and job description for the Customer Service Representative position at Contact Automation?
Company Description Contact Automation is an Interactive Voice Response and Contact Center Management company based in Atlanta, GA, delivering quality IVR and call center solutions to a diverse client base for over a decade. The organization focuses on understanding business needs and providing automated and live agent services that reduce workload, lower costs, and improve operational efficiency. With a robust technology platform, global contact center vendor network, and an expansive live agent team, Contact Automation ensures that every call is answered by a qualified representative. Operations follow universally accepted quality standards, providing consistent service across locations, supported by advanced web-reporting tools that enable real-time agent monitoring and 24/7 access to critical performance data. This commitment to technology and service quality creates a dynamic environment for customer-focused professionals.
Role Description This is a full-time, on-site Customer Service Representative role based in Woodstock, GA. The Customer Service Representative will handle inbound calls, respond to customer inquiries, and provide accurate information about products, services, and account status. Daily responsibilities include resolving issues efficiently, documenting interactions in the customer management systems, and following established procedures and quality guidelines. The role involves working closely with team members and supervisors to meet performance targets, maintain high customer satisfaction, and support continuous improvement in call handling processes. Representatives are expected to uphold consistent service standards, adapt to updated workflows, and contribute to a professional and respectful contact center environment.
Qualifications
- Strong skills in Customer Service and Customer Support to handle inquiries, resolve issues, and assist callers effectively.
- Ability to foster Customer Satisfaction and a positive Customer Experience through clear communication and problem-solving.
- Experience working in roles similar to Customer Service Representatives, with familiarity in call center or contact center operations.
- Comfort interacting with diverse customers, using active listening, empathy, and professionalism in every interaction.
- Effective verbal and written communication skills, with the ability to explain information clearly and accurately.
- Basic computer proficiency, including working with CRM or call center software, and accurate data entry skills.
- Ability to work on-site in Woodstock, GA, follow scheduled shifts, and collaborate with a team in a fast-paced environment.
- Previous experience in customer service, contact centers, or related fields is preferred; high school diploma or equivalent required.