Summary Overview:
The Contact Center Representative handles calls from customers and provides professional, courteous and accurate information regarding customer inquiries on new programs as well as existing accounts. Additionally, for certain programs, the Representative will have responsibility for driving sales through up-selling and cross selling techniques.
Functions:
- Must be knowledgeable in all programs/campaigns being administered to provide information to existing and new customers regarding a full range of products
- Provide customers with a world class service experience by responding to inquiries in a courteous, knowledgeable and professional manner and utilizing creative problem solving to deliver “One and Done” service
- Meet or exceed monthly performance standards for Quality, Productivity, Proficiency, Retention and Attendance
- Close prospective and existing customers using product knowledge, up-sell and cross-sell techniques, and retention skills
- Contribute to departmental goals by accurately assessing and responding to customer needs while maintaining service standards
- Complete project as assigned by Team Lead
Qualifications:
Associates degree from a community college and one to two years of experiences; or three to four years related experience and/or training; or equivalent combination of education and experience. Must be proficient in Microsoft Office (Word, Excel, Outlook). Previous inbound call center experience, customer service experience, and inbound/ outbound call center experience of one or more years preferred.
