Call Center Advocate

We are seeking a highly motivated and customer-oriented Call Center Agent to join our team. The Call Center Agent will be responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience in every interaction. The ideal candidate will possess excellent communication skills, a strong problem-solving mindset, and the ability to handle a high volume of calls in a fast-paced environment.

The essential functions include, but are not limited to the following:

• Answer inbound calls from customers regarding inquiries, service requests, or complaints.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Maintain a high level of professionalism and courtesy while interacting with customers.
• Document customer interactions and transactions accurately in the system.
• Follow up on pending issues to ensure they are resolved promptly.
• Collaborate with other team members and departments to address customer concerns.
• Meet or exceed performance metrics including call handling time, customer satisfaction, and first-call resolution.
• Continuously strive to improve product knowledge and customer service skills.
• Handle escalated customer complaints and resolve issues to customer satisfaction.
• Adhere to company policies and procedures while maintaining compliance with industry standards.
• Provide feedback to management on recurring issues or potential improvements.
• Other duties as assigned by manager.

• High school diploma or GED.
• Previous experience in a customer service or call center environment (preferred).
• Strong verbal and written communication skills.
• Ability to remain calm and professional in high-pressure situations.
• Excellent problem-solving abilities and attention to detail.
• Strong organizational skills and ability to multi-task effectively.
• Proficient in using computers and customer service software.
• Ability to work independently and as part of a team.