Job Information
ACR OF SEDALIA, INC. Call Center Representative in Sedalia, Missouri
Objectives of this role
- Handle a large volume of inbound and outbound calls in a timely manner
- Follow communication scripts and use knowledge of the companys products and services to go off-script when necessary
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of a callers request, including follow-ups with escalation team
- Recommend improvements for systems and processes to boost organizational efficiency
Responsibilities
- Memorize scripts for products and services, and refer to them during calls
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Identify opportunities for driving sales and revenue of the companys existing product suite, and seize opportunities to upsell when appropriate
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
- Create and maintain record of daily problems and remedial actions taken, using call-center database
- Leverage data and insights gathered by the call center to recommend and influence process improvements
Required skills and qualifications
- High school degree or equivalent
- Experience working in a call center or customer-support role
- Strong active-listening and verbal-communication skills
- Proficiency in problem-solving
- Ability to multitask and manage time effectively
Preferred skills and qualifications
- Expertise in conflict resolution
- Experience in customer sales