Call Center Representative
Job in
Reading, Middlesex County, Massachusetts, 01814, USA
Listed on 2026-09-13
Listing for:
Atlantic Group
Full Time
position Listed on 2026-09-13
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Call Center / Support, Technical Support
Job Description & How to Apply Below
- Respond to inbound customer calls and inquiries in a professional, timely, and courteous manner.
- Provide accurate information regarding products, services, orders, account status, and general customer questions.
- Identify customer needs, troubleshoot issues, and provide appropriate resolutions or escalated matters when necessary.
- Document customer interactions, concerns, requests, and resolutions accurately within the appropriate systems.
- Follow established call handling procedures, scripts, quality standards, and company policies.
- Manage a high volume of calls while maintaining professionalism, accuracy, and attention to detail.
- Conduct outbound calls as needed to follow up on customer inquiries, orders, service requests, or unresolved issues.
- Coordinate with internal departments, including Customer Service, Sales, Quality, Operations, Technical Support, and other teams, to resolve customer concerns.
- Escalate complex, sensitive, or urgent issues to the appropriate department or supervisor.
- Maintain confidentiality and appropriately handle sensitive customer and company information.
- Meet established performance expectations related to call quality, response time, productivity, customer satisfaction, and case resolution.
- Identify recurring customer issues and communicate trends or opportunities for improvement to management.
- Assist with maintaining accurate customer records and ensuring all required information is captured.
- Participate in training and ongoing development to maintain knowledge of company products, services, systems, and procedures.
- Support additional customer service and administrative activities as assigned.
- High school diploma or equivalent required; college coursework or degree preferred.
- 1-3 years of experience in a call center, customer service, contact center, or similar customer-facing environment preferred.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to remain professional, patient, and composed when handling challenging customer interactions.
- Comfortable working with computers, customer relationship management (CRM) systems, call center software, and Microsoft Office applications.
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