Call Center Agent - Boston, MA - Remote - Full-time

 About the job

Full-time Call Center Agent

Job Overview

As a Full-time Call Center Agent, you will be the voice of our company, handling a high volume of inbound and outbound calls. Your primary responsibility will be to provide outstanding customer service, resolve issues, and ensure customer satisfaction. This role requires a combination of excellent communication skills, problem-solving abilities, and a customer-centric mindset.

Key Responsibilities

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints
• Make outbound calls for follow-ups, surveys, or promotional campaigns as needed
• Provide accurate and timely information about products, services, policies, and procedures
• Process orders, returns, and exchanges efficiently and accurately
• Troubleshoot and resolve customer issues, escalating complex problems to appropriate departments when necessary
• Maintain and update customer accounts and records in the company's database
• Meet or exceed performance metrics, including call handling time, first-call resolution, and customer satisfaction scores
• Collaborate with team members and supervisors to improve processes and enhance customer experience
• Stay updated on company products, services, and policies through ongoing training and self-study
• Participate in team meetings and contribute ideas for improving call center operations
• Adhere to all company policies, procedures, and quality standards
• Maintain confidentiality of customer information and sensitive company data

Qualifications
Required:

• High school diploma or equivalent
• Excellent verbal and written communication skills in English
• Strong listening and comprehension abilities
• Proficiency in basic computer skills and typing (minimum 35 WPM)
• Ability to multitask and navigate multiple computer applications simultaneously
• Customer service-oriented mindset with a focus on problem-solving
• Patience and empathy when dealing with frustrated or upset customers
• Ability to work in a fast-paced environment and handle high-volume calls
• Flexibility to work various shifts, including evenings, weekends, and holidays

Preferred

• Previous experience in a call center or customer service role
• Familiarity with CRM software and call center technologies
• Knowledge of sales techniques and ability to upsell products or services
• Bilingual skills (Spanish, French, or other languages) a plus
• Associate's or Bachelor's degree in Business, Communications, or related field

Key Competencies

Excellent

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