Blended Call Center Representative (Inbound & Outbound)
$29,120–$29,120 year
On-siteKilleen, Texas, United States
Job Summary
Handle inbound and outbound calls to resolve customer support issues, sell new products and services, and ensure first-call resolution. Research systems to locate missing information, coordinate with departments for complex issues, and accurately document customer claims. Lead fact-finding discussions to determine the best options while following required scripts, policies, and procedures. Escalate unresolved issues to managers and attend training to stay updated on program knowledge and process changes. Maintain a positive, enthusiastic outlook as a team player dedicated to delivering a best-in-class customer experience.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of the Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening; job offers are contingent on drug screening results.
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