Call Center Agent $15 Bilingual Spanish $16

Overview:

Tier 1 Technical Support Customer Service Representatives (CSRs) provide first-level technical support via phone, chat, or email for issues related to smoke alarms, carbon dioxide detectors, and fire extinguishers, including troubleshooting, diagnosis, tracking, and resolution, all within established performance expectations and Client SLAs.CSRs possess excellent verbal and written communication skills, are detail-oriented with a strong work ethic, have a strong technical and mechanical aptitude, and have a passion for helping others solve problems with patience, empathy, and care.

Job Requirements:

CSRs:

Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes

Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures

Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements

Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries

Maintain required performance expectations in quality, availability, call handle time, attendance, promptness Knowledge, Skills, &

Competencies:

Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences

Excellent Active Listening skills

Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
Service all customers, especially those agitated, with a pleasant and professional demeanor

Ability to build trust and rapport with customers and coworkers

Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues

Ability to manage customer information with sensitivity and discretion

Highly accurate and detail oriented

Ability to multi-task Computer literate and proficient at typing (require 40 wpm / 6,000 kph)
Excellent attendance and punctuality