About the position
As a Call Center Customer Service Representative at RDI Corporation, you will play a crucial role in ensuring customer satisfaction by acting as the primary point of contact for our customers. Your responsibilities will include providing information about products and services, answering questions, and resolving any inquiries or concerns through various communication channels such as phone, email, and chat. You will be expected to receive inbound calls and make outbound calls, identifying and assessing customer needs to exceed their expectations at the first point of contact. Meeting personal and customer service targets, KPIs, and call handling quotas based on program specifics will be essential to your role. You will also utilize various computer and business software programs, including email, internet, chat tools, and CRMs, to track customer interactions and maintain accurate notes. To excel in this position, you should have a passion for communication, as talking on the phone is a core aspect of our industry. Previous customer service or call center experience is highly valued, along with a commitment to ensuring customer satisfaction in every interaction. A positive attitude, professional communication skills, and a willingness to go above and beyond are essential traits for success in this role. You will need to be adept at multitasking, as you will be helping customers through multiple channels simultaneously. Strong people skills, including friendliness, empathy, and active listening, are crucial for building rapport with customers. Additionally, being tech-savvy is important, as you will be required to navigate multiple computer systems, including Microsoft Office Suite and client CRM systems, comfortably and efficiently.
Responsibilities
- Act as the go-to person for customers by providing information regarding products and services, answering questions, and resolving inquiries or concerns via phone, email, and/or chat.
- Receive inbound calls or make outbound calls; identify and assess customers' needs to exceed customer satisfaction at first point of contact.
- Meet personal/customer service targets, KPIs, and call handling quotas based on program specifics.
- Utilize computer and business software programs such as email, internet, chat tools, and CRMs to track customer interactions and notes.
Requirements
- A passion for talking on the phone, as it is the core of the industry.
- Customer service or call center experience with a focus on ensuring customer satisfaction in each interaction.
- Positive attitude, professional communication skills, and a desire to go above and beyond.
- Ability to multitask effectively while assisting customers via phone, email, and chat.
- Strong people skills, including friendliness, empathy, and good listening abilities.
- Tech-savvy with the ability to toggle between multiple computer systems, including Microsoft Office Suite and client CRM systems.
- Must attend all scheduled training with 100% attendance.
Nice-to-haves
- Experience in a fast-paced call center environment.
- Familiarity with CRM software and customer service tools.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Gym membership
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
