Blended Contact Center Agent (Inbound & Outbound)
$22,880,000–$29,120,000 year
On-siteWichita, Kansas, United States
Job Summary
Handle inbound inquiries and make outbound calls to existing customers to assist with service questions and upsell new products. Support clients by resolving issues empathetically within the first interaction, escalating dissatisfaction when necessary, and maintaining professional relationships. Utilize new systems for accurate account management while thoroughly learning clients' products and services. Resolve customer problems by evaluating, troubleshooting, and following up on issues with a positive, enthusiastic outlook. Work in a fast-paced environment using the latest contact center technology and customer experience strategy.
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
- 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
- Must be willing to submit to drug screening
Desired Qualifications
- Must be willing to learn on the job
- Experience in customer service industries, such as servers, bartenders, and retail associates
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to background/security investigation results and drug screening
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