Call Center Agent

Description:

Answers continuous incoming and place outgoing customer calls regarding billing issues, product problems, service questions and general client concerns, and appointment setting. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller. Update customer information in the customer service database during and... after each call

Work with the management team to stay updated on product knowledge and be informed of any changes in company policies. Identify and escalate priority issues when necessary. Confirm, plan, and route appointments. Enter customer leads with detailed and accurate information.

Resolve any scheduling issues or concerns, reschedule as needed. Answer inbound calls received through multiple lead generation channels in a prompt and professional fashion. Initiate outbound calls for digital advertising sales leads generated. Serve as the initial point of contact for potential customers via phone and email. Review information provided by the customer to confirm accuracy, determine availability for an in-home sales consultation.

Document and update customer interaction within the customer relationship management (CRM) system. Overcome objections from a potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible. De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution. Exceed customer service expectations by providing an outstanding experience to every potential customer. Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality. Promote teamwork through consistency, reliability, and group cohesiveness. Requirements:

Tech Requirements:

Component

Requirement

Processor

Minimum: Core 2 Duo 2.1 GHz or equivalent

Recommended: i5/i7 2.4 GHz and above or equivalent

Memory

Minimum: 8 GB RAM

Hard Disk Space

500 MB Free Disk Space

Operating System

Microsoft: Windows 10, Windows 11

macOS: 10.15 (Catalina), 11.0 (Big Sur)

Internet Connection

Minimum: 15/15 Mbps Download/Upload dedicated network connection

Requirement: You MUST have a hardwired connection

Audio Device

Full duplex USB headset, wired, that requires noise cancellation component

Browser

Google Chrome browser

Monitors

Must have a 2nd monitor and camera after 60 days probationary period

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