Contact Center Agent

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Manage both incoming and outgoing customer interactions through phone, email, or chat.

• Oversee a substantial volume of customer interactions, ensuring timely and professional communication.

• Employ active listening techniques to fully comprehend customer needs and respond suitably.

• Adjust communication styles to align with the tone and urgency of customer inquiries, fostering a positive experience.

• Provide precise information and resolve customer issues promptly.

• Convey clear, concise, and accurate details regarding products, services, and company policies.

• Evaluate and troubleshoot customer concerns to identify root causes and provide effective solutions.

• Follow up with customers as necessary to ensure their issues are resolved satisfactorily.

• Document customer interactions in the system and escalate unresolved issues as needed.

• Maintain comprehensive and accurate records for each customer interaction, detailing the inquiry, actions taken, and results achieved.

• Ensure all data is entered into the customer relationship management (CRM) system in accordance with company protocols.

• Identify and escalate unresolved or complex issues to supervisors or specialized departments, supplying all necessary documentation for efficient resolution.

• Promote products and services to fulfill customer needs.

• Recognize customer requirements through effective questioning and provide tailored solutions.

• Clearly and persuasively communicate the benefits of additional products or services to customers.

• Manage sales opportunities and retention efforts in accordance with company policies and performance goals.

• Achieve performance targets, including response time and customer satisfaction metrics.

• Aim to surpass key performance indicators (KPIs) such as average handling time and customer satisfaction scores.

• Monitor personal performance and proactively seek feedback to enhance productivity and service quality.

• Adhere to quality assurance guidelines and standards to ensure consistent and exceptional service delivery.

⛳️ Requirements

• A minimum of 2 years of experience, ideally in a contact center, customer service, or a related field.

• Outstanding verbal and written communication skills.

• Strong problem-solving capabilities and multitasking skills.

• At least 6 months of experience with contact center/phone software (RingCentral), CRM tools (Service Minder & Service Titan), and computer applications like Microsoft Office.

• Ability to utilize web resources such as Google Maps and Zillow for external housing views.

• Proficient in PC/Windows systems.

• Flexibility to work varied schedules, including evenings and weekends as required.

• Strong empathy and patience when addressing customer concerns.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities