Call Center Representative

$35,360 - $35,360/Yr

US Tech Solutions - Lewisburg, TN

Full-time - Entry Level

Lewisburg, TN

Administrative and Support Services

About the position

The Call Center Representative role at US Tech Solutions involves managing a high volume of incoming calls and providing exceptional customer service to clients across North America. The representative will be responsible for generating sales leads, addressing customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills. This position requires proficiency in various software tools and the ability to work in a fast-paced environment.

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
• Provide customers with order information, assistance, and product support
• Act as a switchboard for the company, referring customers to the appropriate department
• Triage customer inquiries and assist with internal customer requests

Requirements

• High school diploma or GED
• 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
• Superior follow-up and follow-through skills
• Highly organized and flexible with the ability to prioritize individual time while balancing customer demands

Nice-to-haves

• Familiarity with SAP and Call Center software
• Experience with Sales Force
• Typing speed of 60+ WPM
• Call center background tests

Benefits

• Competitive hourly pay of $17
• Contract position with a duration of 24 months
• Training provided for 6 weeks, including classroom and hands-on experience