Telephone Answering Service Operators

Telephone Answering Service Operator will interface with customers via inbound and outbound calls for the purpose of providing telephone answering service. Responsibilities include providing and receiving various information from clients in regards to telephone answering service questions and concerns via phone. This position has 29 hours or less per week and shifts vary.

We are open and working 24/7; shifts may vary, Part-time available. Please advise preferred shift times with resume.

Essential Job Functions:

• Build rapport with the customer
• Abide by all client and company specific policies and procedures to ensure correct processes are being delivered
• Listen attentively to the customer concerns; demonstrate empathy while maximizing customer relationships
• Effectively handle and/or transfer all incoming calls
• Meet all quality and performance metrics including acceptable quality monitoring scores
• Provide customer satisfaction by meeting customer requirements through first contact resolution
• Communicate effectively with individuals/teams in the company to ensure high quality and timely expedition of answering calls
• Greet and service customers in a courteous, friendly and professional manner
• Cross-train in multiple customer needs to maintain full spectrum knowledge base
• Defuse escalated customer concerns to provide an effective solution
• Maintain broad knowledge of products, pricing, procedures and other important information as needed
• Contribute ideas on ways to resolve issues to better serve the customer and/or improve productivity
• Confirm customer understanding of solution and provide additional customer education as needed
• Understand escalation plan if and when client needs to be patched through or contacted immediately.
• Collect appropriate information from call efficiently and in a timely manner

Knowledge, Skills, and Abilities:

• Experience using a CRM (Customer Relationship Management) platform is helpful
• Tolerance for repetitive work in a fast paced environment
• Must be flexible with the ability to adapt to changes
• Strong typing, written, and verbal communication skills
• Strong computer navigation skills and PC knowledge
• Courteous with strong customer service orientation
• Ability to remain calm under pressure and work in a concise, clear and focused manner
• Ability to work as a team member, as well as independently

Education and Experience:

• High School Diploma or equivalent