Do you like working in an environment where “Community” is the mindset and focus? Are you ambitious, inquisitive, and a go-getter? Are you committed to providing excellent customer service, and undertaking customer research while problem-solving? If you answered YES to these questions, you may be the candidate we are seeking. Here at ACM, we are currently looking for dynamic Customer Service Agents for our Call Center who will be the liaison between our company, teams and its current and potential customers. Our successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. Strong ability to work in a team-based work environment is a must.
JOB DESCRIPTION:
- Receive inbound customer service calls and emails.
- Achieve ACM’s core Key Performance Indicator’s (KPI’s) whilst maintaining excellent quality.
- Have a core understanding of ACM’s Key Performance Indicator’s (KPI’s).
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different call topics and the ability to go off script and own the situation to maintain great customer satisfaction.
- Answer frequently asked questions and advise the homeowner on accessing the online portal.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to attain new potential clients when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Frequently attend educational seminars/ training to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets to achieve job satisfaction.
- Ability to effectively identify the correct department and teams for incoming communications that require more attention.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Qualifications Requirements
- Excellent customer service skills (including questioning, probing, listening, establishing rapport, resolving and follow-up).
- Genuine passion for speaking to customers, answering queries and a clear communicator.
- Ability to ensure customers queries are answered with the aim of a first-time resolution.
- Ensure that queries are responded to within ACM’s agreed response time.
- Ensure the best Customer Care experience is given to all customers.
- Handle customers across different platforms, including Email, Live Chat, and Telephone.
- You will work with your colleagues across the Call Center team and supervisors to identify and highlight trends in any customer queries.
- Be passionate about being the best you can be and want to achieve targets.
- Flexible with both the company and customers.
- Strong team working ability.
- Flexibility and ability to adapt quickly to changing priorities.
- Ambitious and willing to accept new challenges.
Education Requirements:
High School Diploma
Required Skills:
- Ability to build a great customer rapport
- Able to handle high call volumes
- Drive to learn become knowledgeable about our service
- Ability to Effectively handle stressful situations
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Weekly day range:
Work setting:
Experience:
- Customer service: 3 years (Required)
Language:
- Spanish or other second language (Preferred)
Work Location: Hybrid remote in Linthicum Heights, MD 21090