Call Center Agent/Customer Service

JOB TITLE:

Call Center Agent

SUMMARY This position is primarily responsible for providing telephone customer support services by performing the following duties personally or through subordinates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core duties and responsibilities include the following. Other duties may be assigned. Monitors phone traffic by telephone system and prioritizes call as necessary. Remains conscious of the length of time customers remain on hold. Completes service calls and demonstrates proper demeanor, technical accuracy, and conformity to company policies. Maintains composure when dealing with difficult customers or situations. Delegates appropriate phone calls to appropriate management staff if necessary. Answers questions and recommends corrective services to address customer complaints. Maintains the accurate company policies and procedures on scheduling Birthday parties and events. Accurately documents in company software when scheduling events or taking messages. Determines work procedures, prepares work schedules, and expedites workflow. Studies and standardizes procedures to improve efficiency of subordinates. Maintains harmony among workers and resolves grievances. Engages Party parent during Check in and check out party process.

COMPETENCIES. Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills – Focuses on solving conflict; Maintains confidentiality; Remains open to others’ ideas and tries new things.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions;

Written Communication – Writes clearly and informatively; Able to read and interpret written information

Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoughtfulness. Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions. .

Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks. .

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. .

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Job Type: Part-time

Pay: $11.00 per hour

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

Benefits:

Salary : $11