Job Title: Call Center Associate
Location: Chicago, IL
Employment Type: Full-Time
Department: Customer Service/Support
Job Summary:
As a Call Center Associate, you will be responsible for providing excellent customer service by handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing product or service information. You will play a key role in maintaining customer satisfaction and representing the company in a professional manner.
Key Responsibilities:
- Handle inbound and outbound calls: Respond to customer inquiries and complaints, providing appropriate solutions or directing them to the relevant department.
- Maintain accurate records: Update customer information, log call details, and document customer interactions in the company database.
- Meet performance metrics: Achieve productivity and quality targets related to call handling, resolution time, and customer satisfaction.
- Follow communication scripts: Adhere to company guidelines for customer interactions while delivering a personalized experience.
- Collaborate with team members: Work closely with the team to ensure a seamless customer experience and share feedback for continuous improvement.
Skills and Qualifications:
- High School Diploma or equivalent; additional certifications or education in customer service or communication is a plus.
- Excellent communication skills: Ability to communicate clearly and professionally, both verbally and in writing.
- Problem-solving abilities: Strong analytical skills to resolve customer issues efficiently.
- Time management skills: Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Proficiency with computers and software: Familiarity with CRM systems, Microsoft Office Suite, and basic data entry.
- Empathy and patience: Ability to remain calm and understanding when handling customer complaints or difficult situations.