Call Center Representative Job at Latitude Inc in Rockville

Position Summary:

We are seeking a friendly, customer-focused Call Center Representative to handle inbound and/or outbound customer calls with professionalism and efficiency. The ideal candidate will be able to communicate effectively, resolve customer issues, and maintain a positive customer experience in a fast-paced environment. This is a 4.5 month contract to hire, eligible for hybrid flexibility after 6 months.

• Answer incoming customer calls and respond to inquiries regarding products, services, or billing.
• Make outbound calls to follow up on customer inquiries, conduct surveys, or support sales initiatives.
• Resolve customer concerns efficiently and accurately, escalating complex issues to the appropriate department when necessary.
• Maintain up-to-date knowledge of products, services, policies, and procedures.
• Document all interactions accurately in the CRM or call center software.
• Meet or exceed individual and team performance metrics (e.g., call handling time, customer satisfaction).
• Adhere to call scripts, quality standards, and company policies.
• Collaborate with team members and other departments to ensure a seamless customer experience.