Call Center Agent Job at Alpha Cable Solutions LLC in Winchester

A Call Center Representative is responsible for managing customer interactions through phone and process requests. Key duties include answering inbound calls, making outbound calls, using customer relationship management (CRM) system to log interactions, de-escalating complaints, and maintaining professional communication to ensure customer satisfaction. 

Core Responsibilities:

• Customer Support:  Answering inquiries, troubleshooting problems, and providing information about products and services.
• Call Management:  Handling a high volume of inbound calls efficiently and professionally, as well as making outbound calls for follow-ups or sales.
• Problem Solving:  Identifying customer needs, de-escalating issues, and finding effective solutions to ensure satisfaction.
• Data Entry:  Accurately and efficiently documenting customer interactions in a multi-system platform.
• Processing Payments:  Taking orders, processing payments, and sometimes upselling products or services based on customer needs. 

Key Skills and Qualities:

• Communication: Strong active listening and clear verbal communication skills are essential for understanding and addressing customer needs effectively.
• Patience: The ability to remain calm and empathetic, especially when dealing with frustrated customers.
• Problem-Solving: A knack for analyzing issues and developing appropriate solutions.
• Technical Proficiency: Comfort using call center software, CRM systems, and other relevant tools.
• Professionalism: Maintaining a positive and professional attitude to represent the company well. 

Environment:

• Call center representatives work in a dedicated contact center environment and are often the first point of contact for customers.
• They must adhere to company policies, service level agreements, and performance metrics, such as call handling times and customer satisfaction scores. 

Required qualifications:

• Legally authorized to work in the United States
• 18 years or older
• Available to work: weekdays

Preferred qualifications:

• At least high school diploma or equivalent or higher
• Retail skills: customer service
• Retail skills: addressing customer complaints