Call Center Agent

POSITION PURPOSE AND SCOPE

Responsible for fielding incoming calls, emails, orders, and complaints in a customer service environment by following standard scripts and standard procedures while performing routine tasks that require working knowledge of the Company’s products, compensation plan and other services. Must be courteous, professional, and have the ability to investigate and resolve issues in a professional, appropriate and expeditious manner.

• Fields incoming calls, emails, orders, and complaints
• Answers questions regarding company products and services by referring to standard scripts and following appropriate procedures.
• Investigates and resolves issues in a professional, appropriate, and expeditious manner.
• Forwards all questions, issues, or complaints, for which answers are unclear or beyond the level of employee’s current knowledge, to a lead, senior agent, supervisor or to Customer Service Manager
• Keeps Customer Service Manager informed of all issues that could potentially be of future concern or appear to be out of the ordinary
• Tracks and accounts for the number of upsells completed and meet the Team’s upsells goals. Categorizes complaints for tracking or reporting purposes.
• Interacts with all contacts in a helpful, courteous, and professional manner and is respectful of diversity.
• Maintains a clean and safe work area. Work well in a Team environment and take directions in a positive manner.
• Outbound calls to customers, to generate sales, inform customers of new products and upcoming events.

This description is not intended to be all-inclusive. Employees may be requested to perform other duties as requested.

High school degree or GED with at least 1 year of call center experience, or equivalent combination of education and experience in inbound direct sales call center environment desirable.

Must be able to speak, write, read and understand basic English; articulate clearly and possess good grammatical skills. Must be proficient in Microsoft Office programs and computer systems.