Customer Service Call Specialist

Customer Service Call Specialist

This position is responsible for receiving, evaluating, and coordinating customer care calls. This may include inbound and outbound calls to and from customers, listening to customers’ needs or issues, and providing helpful solutions as needed.

• Answer incoming customer care calls; call types include but are not limited to: operator services, directory assistance, and third-party answering services
• Accurately obtain, document, and verify pertinent information while providing instructions to the caller and connecting them to the appropriate party
• Maintain conversation with the caller in a professional manner
• Provide alternative solutions when a caller’s request cannot be fulfilled
• Work independently as part of a team while being aware that the other operators may have calls in progress that involve multiple individuals
• Actively display judgement, tact, compassion, and empathy
• Use logic and reasoning when assisting callers
• Stay motivated to multi-task under pressure in a highly repetitive environment

• 1-year previous experience in call center, or customer service preferred
• Ability to retain emotional control, remaining calm and professional during all interactions
• High School Diploma or GED equivalent
• Successfully pass pre-employment background check
• Fluent English speaking, reading, and writing abilities
• Ability to type a minimum of 45 words per minute with 95% accuracy
• Proficient use of multiple computer programs and telephone
• Must be able to work non-standard business hours and/or overtime when required