Call Center Customer Service Representative

Title: Customer Service Representative

Location: Philadelphia, PA 19103

Duration: 12 Months Contract + Possible Extension

Pay rate: $19.50/hr on W2

Start Date: 05/31/2023

:

Terms of Employment

• Location: Onsite in Philadelphia, PA
• Training Schedule: 3 weeks of normal training, then OTJ training
• W2 Contract, 12 Months (Potential Extension/Conversion)

Responsibilities

• Conduct live/recorded call monitors to ensure quality, and compliance.
• Follow-up on tasks until completion utilizing organizational skills.
• Demonstrated ability to respond to emergencies and manage stressful situations.
• Ability to coordinate activities with various departments to achieve first contact resolution.
• Effective oral and written communication skills, including demonstrated use of three-part communications.
• Identify problems along with solutions.
• Audit accounts to monitor associate quality and training needs.
• Demonstrated ability to understand Call Center processes.
• Train, provide support, ideas and encouragement to Universal agents.
• Must be high-energy, detail-oriented, and proactive.
• Demonstrated ability and willingness to work effectively and productively in a changing environment.
• Communicating with customers in-person, through email or chat, over the phone or on social media (Facebook and Twitter)
• Builds and maintains effective relationships within the care center, cross -functionally and with subject matter experts.
• Pilots and tests new customer contact programs, processes and technology.
• Exercises initiative and independent judgement while researching and solving complex customer complaints and issues .
• Managing difficult and non-difficult customers utilizing soft skills.
• Self-managed with minimal supervision.
• Work with other departments and follow up with customers on issues that need to be researched.
• Demonstrated analytical skills and judgment.
• Assist with floor management, escalated customer calls and universal agent questions.

Required Skills & Experience

• Minimum 3 years Customer Service Call Center Background
• Strong PC Skills and professional telephone etiquette.
• Excellent conflict resolution skills
• Excellent written & verbal communication skills.
• Ability to multitask
• Ability to work in a fast paced environment.
• Excellent interpersonal skills
• High School diploma or equivalent.
• Demonstrate excellent written & verbal communication skills.
• Ability to multi-task (type while talking to customers)
• Have at least (2) years customer service experience (call center environment is preferred).
• Excellent managerial skills
• Excellent knowledge of customer relations
• Able to type a minimum of 40 words per minute.
• Proven track record of reliability and customer focus.

Sincerely,

Preetam Raj

Team Lead, Talent Acquisition

nTech Workforce Inc.

D: 410-505-4857

E: [email protected]

preetam(at)ntechworkforce(dot)com