Call Center Representative

Metropolis Technologies•ORLANDO, FL

10d

About The Position

Bags, a Metropolis company, is seeking an energetic, outgoing Call Center Representative to handle high volumes of calls and support customers and subcontractors across the United States. The role answers customer service and technical support inquiries, handles complaints, troubleshoots problems, and provides information to airline passengers who need luggage delivered. It also supports orders related to luggage delivery, including cases involving customers separated from their luggage. The representative fields requests by phone, email, or other established support channels; documents relevant details and troubleshooting; uses knowledge bases, FAQs, colleagues, and other resources to resolve issues; and creates and tracks requests through a ticketing system. The role monitors orders and their progress, communicates updates to customers and end users, and enters order data accurately. The position is in a team-oriented, fast-paced environment with hands-on training, support, and guidance, and requires someone who can work independently under pressure while maintaining a patient, professional demeanor. Employees are expected to maintain a professional business-like appearance and wear clean, approved uniforms while on shift. The posting includes grooming and appearance requirements, including restrictions on visible tattoos and body piercings.

Requirements

Exceptional written and verbal communication skills.
Ability to work collaboratively in a team environment and support team decisions.
Strong multitasking, prioritization, organizational, and customer service skills.
Ability to work independently and under pressure.
Ability to follow instructions and complete assignments and tasks in a timely manner.
Experience working with computers.
Patience and the ability to maintain a cool, professional demeanor with customers.
Availability to work weekends and holidays.
Availability to work evening shifts between 3:00 PM–11:30 PM and 4:00 PM–12:30 AM.
Ability to use hands and fingers and communicate with customers and coworkers; frequently sit, reach, stand, walk, climb, balance, stoop, kneel, crouch, twist, turn, stretch, and bend; regularly lift and move up to 75 pounds; and move relatively quickly.
Required vision abilities include close vision, peripheral vision, and the ability to adjust focus.
Follow company appearance and uniform guidelines, including restrictions on visible tattoos and body piercings.

Nice To Haves

Travel industry experience.

Responsibilities

Handle high volumes of calls professionally, answering customer service and support questions from customers and subcontractors.
Respond to inquiries, complaints, and troubleshooting needs, including providing information to airline passengers requiring luggage delivery.
Field incoming requests from end users and customers by telephone, email, or other established support channels.
Document relevant information, including contact details, asset details, the issue, troubleshooting steps, and resolution.
Use knowledge bases, FAQs, peers, and other resources to resolve customer issues effectively and efficiently.
Build positive customer relationships through active listening, timely resolution or escalation, progress updates, and professional communication.
Analyze, test, and resolve incoming technical requests.
Create and track requests in the ticketing system and process requests received by email.
Monitor orders and follow up on their status and progress.
Communicate updates and statuses to end users and customers.
Enter data accurately to ensure orders are placed correctly.
Collaborate with coworkers to ensure all orders are entered for the day.
Use computer systems and multiple applications to manage orders.
Handle situations involving customers who have been separated from their luggage.
Maintain a professional appearance and wear a clean, approved uniform while on shift.