Job Title: Call Center Agent
Location: Charlotte, NC
Job Type: Full-Time
Reports to: Call Center Supervisor
Job Summary:
We are seeking a dedicated and customer-oriented Call Center Agent to join our dynamic team. The Call Center Agent will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing exceptional service in a fast-paced environment. The ideal candidate is patient, professional, and able to handle a variety of customer interactions with a positive attitude.
Key Responsibilities:
- Customer Support: Handle inbound and outbound calls from customers regarding product/service inquiries, technical support, billing issues, and complaints.
- Issue Resolution: Identify and troubleshoot customer problems, providing appropriate solutions or escalating to relevant departments when necessary.
- Product Knowledge: Maintain up-to-date knowledge of company products, services, policies, and procedures to provide accurate information to customers.
- Customer Satisfaction: Strive to achieve high levels of customer satisfaction by addressing concerns promptly and professionally.
- Problem-Solving: Analyze customer issues and suggest the best possible solutions to ensure customer needs are met.
- Team Collaboration: Work closely with team members and supervisors to meet individual and team goals.
- Upsell & Cross-sell: Identify opportunities to promote additional services or products based on customer needs (if applicable).
- High School Diploma or equivalent required; some college education preferred.
- Excellent verbal communication and active listening skills.
- Ability to handle high call volume in a calm and professional manner.
- Strong problem-solving skills and attention to detail.
- Proficient with computers and call center software (CRM systems, Microsoft Office).
