Call Center Team Member

Overview

Description

General Position Summary

An Evening Shift Part Time Call Center Team Member is responsible for providing exceptional customer service by managing inbound and outbound calls. They address customer inquiries, resolve issues, and promote products or services while maintaining a professional and positive demeanor. This role requires excellent communication skills, problem-solving abilities, and a customer-focused attitude. Part Time Call Center Team Members document interactions, collaborate with colleagues, and strive to meet performance metrics such as customer satisfaction and call quality.

Successful candidates thrive in a challenging environment and are committed to delivering outstanding support.

• Answer incoming calls and make outbound calls to customers in a professional and courteous manner.
• Provide accurate information regarding products, services, policies, and procedures.
• Actively listen to customers to understand their needs and concerns.
• Troubleshoot and resolve issues efficiently while maintaining a positive customer experience.
• Document customer interactions, including details of inquiries, complaints, and resolutions, in the company’s CRM or call center software.
• Identify customer needs and recommend appropriate products, services, or upgrades.
• Inform customers about promotions, offers, and company updates when applicable.
• Collaborate with other team members and departments to ensure seamless and efficient customer service experience.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Meet or exceed performance targets, such as call handling time, first-call resolution rate, and customer satisfaction scores.
• Participate in regular coaching and feedback sessions to continuously improve skills.
• Manage high call volumes and adjust to varying customer needs and priorities.
• Stay informed about updates to company policies, procedures, and products.
• Adhere to all company guidelines and industry regulations, ensuring confidentiality and security of customer information.
• Follow call scripts and quality assurance standards as outlined by management.
• Participate in ongoing training sessions to improve knowledge and service delivery.
• Stay current with industry trends and best practices in customer service.

Working Requirements/Conditions

Education/Certification

• High School Diploma or equivalent (required).
• Associate or bachelor’s degree in a related field (preferred but not required).
• No specific certifications are typically required for entry-level positions, but the following can be beneficial:
• Customer Service Certification (e.g., CCSP – Certified Customer Service Professional).
• Call Center Certification (e.g., RCCSP – Registered Call Center Specialist).
• Relevant product or software certifications (as applicable to the company).

Experience Required

Customer Service Experience

• Minimum of 1-2 years of experience in customer service, call center, or related roles preferred.
• Proven ability to manage customer inquiries, resolve complaints, and provide excellent service.

• Demonstrated experience in effectively communicating with diverse customer groups.
• Proficiency in managing high volumes of calls while maintaining professionalism and courtesy.

2.
Problem-Solving Abilities

• Experience in identifying customer needs and offering solutions in a timely manner.
• Ability to de-escalate challenging situations and resolve conflicts effectively.

3.
Technical Skills

• Familiarity with call center systems, customer relationship management (CRM) software, or ticketing systems is preferred.
• Basic computer proficiency, including data entry and multitasking between systems.

4.
Team Collaboration

• Previous experience working in collaborative environments to meet shared goals.
• History of collaborating with other departments to resolve customer issues or improve processes.

5.
Performance Metrics

• Experience in meeting or exceeding performance targets, such as call quality, resolution times, and customer satisfaction scores.

6.
Adaptability

• Backgrounds in challenging environments require quick thinking and adaptability to changing policies or priorities.

Skills/Ab…