Full-Time On-Site Call Center Representative
$27,248,000–$35,880,000 year
On-siteDallas, Texas, United States or Addison, Texas, United States
Job Summary
Handle inbound and outbound calls to support customer service, technical support, and sales interactions, resolving support issues and upselling new products while ensuring first call resolution. Research systems to find missing information, coordinate with departments to resolve complex issues, and accurately document and process customer claims in appropriate systems. Lead fact-finding discussions to determine the best options for customers, utilizing knowledge base and training to answer questions while following required scripts and policies. Comply with confidential information requirements and escalate unresolved issues to appropriate staff or management. Attend meetings and training to stay updated on program knowledge, systems, and processes.
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 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 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
- 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
- Subject to the program and location of the position
- Must be willing to submit to drug screening
- Job offers are contingent on drug screening results.
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