Call Center Representative - EXP

US Tech Solutions - Lewisburg, TN

Full-time - Entry Level

Lewisburg, TN

Administrative and Support Services

About the position

The Call Center Representative position at US Tech Solutions involves managing a high volume of incoming calls and providing exceptional customer service to clients across North America. The role focuses on generating sales leads, addressing customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving. Representatives will handle various customer requests, document interactions, and work towards meeting sales targets and quotas.

Responsibilities

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customer's needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Answer incoming calls and respond to customers emails
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Entering accurate ordering information into a company system.

Requirements

• Ability to analyze unlike information and draw conclusions/recommendations
• Strong verbal, written and inter-personal communication skills
• Proficiency in MS Office tools
• High degree of self-motivation to address and improve business needs
• Sense of urgency, self-initiative, commitment and sense of ownership is a must
• Superior follow-up and follow-through skills
• Highly organized and flexible with the ability to prioritize their individual time while balancing customer's demands and requirements to meet company objectives and goals
• Comfortable working in fast-paced environments
• Strong time management and organizational skills
• Typing speed of 60+ WPM

Nice-to-haves

• Familiarity with SAP and Call Center
• Familiarity with Sales Force
• Experience in MS Office
• Typing tests and call center background tests a plus

Benefits

• Equal Opportunity Employer
• Diverse work environment