Call Center Agent (Work From Home)

This position is permanent work from home The customer service agent, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service agents can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSAs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

PRIMARY RESPONSIBILITIES:

· Manage large amounts of incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/customer service team targets and call handling quotas

· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Take the extra mile to engage customers

· Maintain confidentiality of all customer and Company records, account numbers, or any other verbal or recorded transactions as required through compliance

· Complete understanding of the featured products and benefits.

KEY COMPETENCIES:

· Proven customer support experience or experience as a client service representative

· Track record of over-achieving quota

· Strong phone contact handling skills and active listening

· Familiarity with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize, and manage time effectively

· Ability to give full attention to what other people are saying, taking time to understand the points being made, asking appropriate questions and not interrupting at inappropriate times

· Positive mind-set individual and hard worker

· Influential, courteous and have good discussion skills

· Must be capable of working in a rapidly changing environment

· Excellent interpersonal, organization, presentation and communication skills along with ability to maintain composure and remain articulate under pressure

EMPLOYMENT REQUIREMENTS:

· Background check required

· High School Diploma

· 6 months experience in a call center related environment preferred

· Strong knowledge of customer care processes and techniques

· Proficient verbal, written and interpersonal communication skills

· Exceptional listening and analytical skills

· Ability to type 25 wpm

· Punctual, meticulous and reliable

· Must be computer literate and be able to navigate on-line portals.

WAH Requirements

• High Speen DSL, Cable, or Fiber Internet Service
• Provide proof of internet speeds by providing a copy of speed test and recent copy of internet billing
• Minimum download speed of 12 Mbps and a minimum upload of 6 Mbps
• Ping less than 100 ms
• Jitter less than 30 ms
• Packet loss less than 1%
• Previous experience Managing a team remotely
• Must have a dedicated workspace free from distractions.