Call Center Representative

Job Description

Our client in Bethesda, MD is seeking a bilingual Customer Service Representative!

SALARY: $50K

MUST HAVES:

Bilingual in Spanish – required

Reliable and punctual

Must be comfortable being on the phone all day

Excellent verbal, written and analytical skills

Strong keyboarding skills and professional phone etiquette

Ability to handle the stress of multi-tasking as well as ability to 'talk and type'

Possesses an energetic and tenacious achievement orientation

Experience using a CRM system

Job Summary:

The Customer Service Representative is responsible for closing new customer sales utilizing a consultative selling approach

The Customer Service Representative is responsible for maintaining current customers by utilizing creative problem-solving and negotiation skills to resolve customer issues

The Customer Service Representative will handle service requests and changes and act as the customer's focal point to maintain strong customer relationships

The Customer Service Representative is expected to collaborate with their team to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations

Essential Duties and Responsibilities:

To perform this job successfully, the Customer Service Representative must be able to perform the essential duties satisfactorily; other minor duties may be assigned and may vary by location

Through needs based, consultative selling, the Customer Service Representative presents company products and services that will benefit the customer by meeting customer needs

The Customer Service Representative will offer, quote, and close prospective customer sales using knowledge of given products and services

The Customer Service Representative will work with closely with other departments (i.e. accounting, dispatch, etc.) for follow-up on larger and more complex accounts

The Customer Service Representative meets or exceeds sales objectives, such as offering, quoting, closing, and revenue generation

The Customer Service Representative must meet or exceed service and operational goals established for the call center, including quality and productivity

The Customer Service Representative must communicate concise and accurate information

The Customer Service Representative establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information

The Customer Service Representative confirms understanding of customer needs, issues, and requests

The Customer Service Representative serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department

The Customer Service Representative uses the authorized system to gather and provide information and/or update customer records

The Customer Service Representative provides standard and sometimes more advanced information and customer education regarding service options, charges, billing, and contracts

The Customer Service Representative must effectively use productivity software tools

The Customer Adheres to service and operational standards established for the call center, including quality, productivity, and Service Machine

Requirements:

Bilingual in Spanish – required

Proficiency in MS Office

Excellent verbal, written and analytical skills

Strong keyboarding skills

Professional phone etiquette

Ability to handle the stress of multi-tasking as well as ability to 'talk and type'

Possesses an energetic and tenacious achievement orientation

Ability to utilize multiple software applications on one or more phone screens

Ability to react well under pressure and treat others with respect

Identifies and resolves problems in a timely manner

Good time management skills to prioritize and plan work activities

Focuses on solving conflicts and listening to others without interrupting

Is consistently at work and on-time

Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards

Balances team and individual responsibilities and helps build a positive team spirit

Adapts and able to deal with frequent changes in the work environment

Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments

Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner

Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge

Experience using a CRM system

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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