The Call Center Representative I – Inbound researches and resolves complaints to ensure customer retention and satisfaction. Answers routine call inquiries regarding the company product and service information by following standard scripts and procedures. Being a Call Center Representative I – Inbound typically requires a high school diploma or its equivalent. Tracks the questions and answers in the contact center system as well as updates or checks the order status. In addition, Call Center Representative I – Inbound typically reports to a supervisor or manager. Being a Call Center Representative I – Inbound possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience.
Call Center Representative Inbound Job Description Template
Our company is looking for a Call Center Representative Inbound to join our team.
Responsibilities:
- Manage and answer a high volume of customer calls / questions and resolving calls in a timely manner;
- Adhere to script while handling inbound calls to assist inquiries;
- Discusses products offered and ensures customer satisfaction;
- Resolve customer issues with effective problem-solving skills to retain customers;
- Provide Technical information & support for Mfg. products. Also provide alternative material options as needed;
- Other related duties as assigned;
- Deliver exceptional customer care and always resolve any issues or complaints with professionalism and in a timely manner;
- Process daily sales orders, warranty orders and service requests in Centerpoint / SAP systems;
- Maintain excellent knowledge of our products and services in order to understand the customer’s needs;
- Maintain open communication with management and other team members;
- Documenting all customer information, communications and sales in CRM system;
- Continually maintaining a working knowledge of our clients’ products, services and promotions;
- Putting the customer first and remaining polite and professional at all times;
- Delivering superior service identifying and resolving customers’ issues using problem-solving skills;
- Building a positive rapport across a variety of personality types.
Requirements:
- Excellent time-management, analytical and problem-solving skills;
- Detail orientated with strong follow up skills;
- Help desk or call center experience required;
- Excellent spoken and written communication skills;
- Must be a team player;
- Working knowledge of Windows-based software;
- Ability to overcome objections;
- High school diploma required, college degree preferred;
- Flexibility to adapt to changes in a growing organization;
- Engaging and friendly; excellent interpersonal skills;
- Advanced oral and written communication skills;
- Demonstrated sales, marketing and customer service skills;
- Experience working in a Customer Service related field or call center environment, a plus;
- Strong organizational skills;
- Strong attention to detail, dependability, and follow through.