Overview:
This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction.
Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required.
Responsibilities:
- Answers incoming calls from queue in a professional and courteous manner
- Assists internal and external customers via email
- Service internal and external customers via customer chat channel
- Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
- Transfers callers to the appropriate departments
- Escalate calls to supervisor as warranted
- Enter appropriate comments and notes within policy database
- Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
- Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
- Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners
- Consistently meet or exceed performance standards outlined in the Customer Service Department career path
Qualifications:Basic:
- Minimum of 6 months of Customer Service to the general public or call center experience handling in bound calls
- High school diploma or GED required
Preferred:
- Fully bilingual (Spanish and English)
- Prior experience working in a call center environment is a plus
- Excellent verbal and written communication
- High Level of interpersonal skills,including active listening and understanding
- Work on tight deadlines and service levels
- Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
- Excellent computer skills including experience with Microsoft Office products
- Ability to work independently at a quick pace and with a high degree of accuracy
Hours: 8am-8pm Monday-Friday (must be open to 8 hour shift in that time span)
Location/Job Type: Onsite (Full Time)
Our building is located in Montaña Industrial Park, Aguadilla, PR.
Job Type: Full-time
Pay: Up to $12.00 per hour
Shift:
Weekly day range:
Work Location: In person