General Purpose

Seeking an experienced Call Center Agent/Customer Support Representative to handle E-mails to place orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

• Respond to complex inbound customer communications via fax/e-mail while ensuring the highest level of customer satisfaction at all times
• respond to customer inquiries
• Maintain up-to-date knowledge of client product/service offerings
• research required information using available resources
• handle and resolve customer complaints
• provide customers with product and service information
• process orders, forms and applications
• identify and escalate priority issues
• perform outbound and take inbound calls as requested
• route requests to appropriate resource
• communicate professionally with outside vendors and contractors
• follow up customer calls where necessary
• complete task logs
• complete task reports

Education and Experience

• proficient in relevant computer applications
• relevant product knowledge
• knowledge of customer service principles and practices
• six months or more experience in a call center environment
• customer service experience
• good keyboard skills
• Knowledge of Microsoft Excel, and Word

Key Competencies

• excellent verbal and written communication skills
• listening skills
• problem analysis
• problem solving
• customer service orientation
• organizational skills
• attention to detail
• initiative
• judgment
• adaptability
• team work
• stress tolerance
• resilience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.