CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Description:

Position: Customer Service Representative

Department: Contact Center

Location: Remote for residents of Florida, Georgia, Illinois, Massachusetts, Michigan, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Washington or California (outside 50-mile radius of Folsom office)

California residents within 50 miles of the Folsom, CA office will be subject to hybrid work agreement

Compensation: $19.00 to $21.00/hour depending on experience and location

Exemption Status: Non Exempt

Description

The Contact Center Representative reports directly to the Contact Center Manager and is responsible for handling incoming calls, responding to customers and entering data information into various software applications. The representative is expected to perform within department guidelines while assisting in meeting team goals and objectives.

Requirements:

RESPONSIBILITIES: 

Following call flow model and quality assurance guidelines: · Process inbound hotel reservations and event registration calls.· Process inbound emails and respond to customer questions using templates.· Keep calls and emails on task and ensure efficient use of call handle time.

Negotiate to find the best outcome and utilize tools appropriately: · Demonstrate effective questioning/listening skills when speaking with customers.· Ability to control conversation with customer.· Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.· Demonstration of good verbal, and written communication, customer service, time management, typing, and data entry skills.· Provide accommodation and registration information back to customer· Document conversation activity effectively.

Maximize productivity time and management of work queues:

· Collaborate with peers and share best practices strategies for providing exceptional customer service. · Develop effective internal communication skills with Coordinators to insure accuracy of relaying event information to customers.· Adhere to the attendance and break policies.· Willingness to take on other duties as assigned.· Proficient display of Keyboarding skills and ability to multi-task when speaking with customers.

· Other duties as assigned.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Minimum qualifications

· High School Degree or equivalent experience

· 2+ years of Contact Center experience

· Experience with driving quality and productivity in contact center operations through excellent communications, organization and problem-solving skills.

· Excellent verbal and written communication skills

· Bilingual required. Preferred languages: Spanish and French 

· Experience working within the Hotel, Hospitality, Event or Conference Management Industries is preferred

· Work assigned shift within the department’s hours of operation, which are 9:00-7:00 EST

  Other Details

· Must attend the full week of training

· Must be authorized to work in the United States without sponsorship

ConferenceDirect is an Equal Opportunity Employer 

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, age, ancestry, physical or mental disability, genetic information, marital status, or any other classification protected by applicable local, state or federal laws. This policy prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. This policy applies to all aspects of employment, including, but not limited to: hiring, job assignment, working conditions, compensation, promotion, benefits, scheduling, training, discipline and termination.