On-site Customer Service Associate- Call Center

Preference will be given to candidates who are bi-lingual in English and Spanish. 

About the Role:

As a Customer Service Representative in our Call Center (no remote work) you will be the primary point of contact for customers seeking assistance, information, or resolution of issues related to our products and services. Your role is critical in ensuring customer satisfaction by providing timely, accurate, and empathetic support through phone, email, or chat channels. You will handle a variety of inquiries, troubleshoot problems, and escalate complex issues to appropriate departments when necessary. This position requires strong communication skills and the ability to manage multiple tasks efficiently while maintaining a positive and professional demeanor. Ultimately, your efforts will contribute to building long-term customer relationships and enhancing the overall reputation of our company.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in a call center environment.
• Excellent verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle high call volumes and work in a fast-paced environment.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• Experience with multi-channel customer support (phone, email, chat).
• Knowledge of the company’s industry or products.
• Bilingual or multilingual abilities. 
• Strong problem-solving skills and conflict resolution experience.

Responsibilities:

• Respond promptly and professionally to incoming customer calls and inquiries.
• Identify customer needs and provide appropriate solutions or escalate issues as required.
• Document all customer interactions accurately in the company’s CRM system.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Collaborate with team members and other departments to improve customer experience.
• Adhere to call center scripts and guidelines while personalizing interactions to meet customer needs.
• Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores.

Skills:

The required communication skills enable you to clearly and effectively interact with customers, ensuring their concerns are understood and addressed. Proficiency with CRM software and basic computer skills allow you to document interactions accurately and access customer information quickly. Time management and multitasking skills help you handle multiple inquiries efficiently while maintaining quality service. Preferred skills such as bilingual abilities and industry knowledge enhance your capacity to serve a diverse customer base and provide specialized support. Problem-solving and conflict resolution skills are essential for turning challenging situations into positive outcomes, thereby improving customer satisfaction and loyalty.

Benefits:

We pay 100% of the employee's healthcare, dental and vision premium. Company Paid Parking, Short Term and Long-Term Disability, Company Paid Life Insurance 3 weeks of PTO/Sick Leave in your first year and the opportunity to grow with an amazing company!