CALL CENTER AGENT

City of Amarillo • Cocoa, FL

2d • $14

About The Position

Under the direct supervision of the Call Center Supervisor, a Call Center Agent is an individual who works closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. To be a successful Call Center Agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Requirements

• High School Diploma or equivalent. More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Fluency in multiple languages may be desired.
• Working knowledge of customer service techniques, database systems, web-based systems, and billing systems
• Ability to deal effectively with others in a courteous manner.
• Ability to speak in a clear and concise manner.
• Ability to operate a variety of office equipment.
• Ability to ask appropriate questions to obtain necessary information.
• Ability to make sound judgments regarding customer issues.
• Ability to apply and calculate various rates associated with City services.
• Ability to operate a personal computer.
• Ability to understand and operate a variety of computer programs simultaneously.
• Ability to cope with heavy public traffic both in person and by phone with constant interruptions.
• Ability to multi-task.

Responsibilities

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Builds lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Takes part in training and other learning opportunities to expand knowledge of company and position.
• Adheres to all company policies and procedures.
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What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED