Call Center Customer Service Representative

VICTRA - Raleigh, NC2.8

Full-time
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Have you had previous roles where providing excellent customer service and taking ownership of customer issues was a part of your daily duties? Do you enjoy talking to others and troubleshooting problems? Victra is Verizon's trusted business partner and largest premium retailer in the United States. We are committed to driving our culture of Performance, Collaboration, Celebration, Innovation, and Integrity. Our newly expanded Store Support Center in Raleigh, NC is adding Call Center Customer Service Representatives who will be a part of our Call Center Operations team to handle a high volume of inbound and outbound calls to help answer questions, complaints, and troubleshoot while creating a positive experience for each caller.

YOUR FOCUS (Job Duties and Responsibilities):
We are looking for our Call Center Representatives to be customer-focused, detail oriented, and motivated to achieve positive results. Not only should you be polite, reliable, knowledgeable, and adaptable to change, but also have an upbeat attitude with the determination to succeed. In this role, you will also:

Answer or make calls to our guests or employees to learn about and address their needs, complaints, or other issues with products or services
Respond efficiently and accurately to callers, explaining possible solutions, and ensuring they feel supported and valued
Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Build lasting relationships our customers and other call center team members based on trust and reliability.
Utilize software, databases, scripts, and tools appropriately
Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
Make sales or recommendations for products or services that may better suit client needs.
Take part in training and other learning opportunities to expand knowledge of company and position.

YOUR BACKGROUND (REQUIREMENTS):
Along with being a superior communicator over the phone, you will need to have active listening skills, superb verbal and written communication, and a pleasant professional phone voice. We are looking for the Customer Service Representative to bring the following:

High School diploma, AA preferred
1-2 years of experience in customer service or retail setting.
Previous Call Center experience is highly desirable
Strong time management and decision-making skills
Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)

PHYSICAL REQUIREMENTS: Ability to sit and stand for extended periods of time

TRAVEL REQUIREMENTS: None

EOE/M/F/D/SO