Call Center Representative

Location: San Jose, CA

Responsibilities:

  • Answer inbound and make outbound calls in a high volume call center, with computer input during calls, collect vital information from end users and technicians
  • Transfer calls to the appropriate department whenever necessary
  • Conduct introduction calls to end users to verify/confirm service information
  • Track parts to ensure they have been delivered to the technician
  • Schedule service appointments by coordinating availability between end users and technicians
  • Monitor service events to ensure timely completion
  • Take actions and make decisions in line with the responsibilities of the position held to ensure a successful service event
  • Update service event progress regularly through multiple web portals and Work Order notes
  • Conduct courtesy calls to end users to ensure customer satisfaction with service provided
  • Retrieve and return all voice mails within 24 hours
  • Update all work orders within 2 business days
  • Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalate to a supervisor/manager when necessary
  • Use the most appropriate means to communicate with different personality types on the telephone and within the workplace
  • Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner
  • Ensure customer service levels are in line with company standards
  • Handle all task and requests quickly and efficiently
  • Act as a role model and take ownership of each task – be pro-company and supportive of all coworkers
  • Meet regularly with Supervisor(s)/Manager(s) to discuss issues and receive coaching; request assistance as needed
  • Escalate calls/send emails through the proper channels if required
  • Arrive to work and scheduled meetings on time and prepared
  • Maintain a professional work area, appearance and attitude

Requirements:

  • Excellent customer service skills; a problem solver exhibiting good judgment
  • Good phone etiquette and excellent listening skills
  • Extensive knowledge of company policies and procedures
  • Extensive knowledge of company products, coverage and services
  • Strong written, analytical, persuasive and interpersonal skills
  • Strong verbal communication skills; a courteous and professional approach
  • Ability to maintain composure under stressful and/or possible agitating working conditions
  • Must type at least 40WPM
  • Basic computer skills are required – working knowledge of MS Word and Excel
  • Knowledge of and skill in using computer software, including proprietary data entry software
  • Ability to prioritize work and meet deadlines
  • Knowledge of general office practices and procedures
  • High school education or equivalent required