Customer Service Phone Representative

$33,280 - $37,440/Yr

Dick Van Dyke Appliance World - Springfield, IL

Full-time - Entry Level

Springfield, IL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Customer Service Phone Representative, also known as a Call Center Advocate, is responsible for interacting with customers to answer questions, resolve concerns, and provide exceptional customer care. This role requires excellent communication skills, multitasking abilities, and a friendly professional demeanor. The representative will gain a thorough understanding of the company's policies and services through training and will be expected to maintain ownership of customer interactions throughout the service process.

Responsibilities

• Handling calls: Taking and making calls in a timely manner and following guidelines.
• Identifying needs: Understanding customer needs and researching issues.
• Resolving issues: Resolving complaints and providing solutions.
• Maintaining ownership: Keeping ownership of calls taken throughout the customer experience process, including following up with customers.
• Recommending improvements: Suggesting ways to improve systems and processes.
• Providing information: Sharing information about services, policies, billing, and warranties.
• De-escalating situations: Helping dissatisfied customers and staying professional while de-escalating situations.
• Maintaining a database: Keeping accurate notes in the database of customer information.
• Team player: Collaborating as a team to deliver award-winning service.
• Passing on feedback: Sharing customer feedback with the department supervisor.

Requirements

• High school diploma or GED
• Valid driver's license
• 1 year of communication skills experience

Benefits

• 401(k)
• Profit sharing
• Health savings account
• Health insurance
• Dental insurance
• Vision insurance
• Employee discount
• Paid time off
• Life insurance
• Opportunities for advancement