The Call Center / Customer Service Representative is responsible for handling inbound and outbound customer interactions, resolving inquiries, providing product or service information, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a customer-focused mindset.

Key Responsibilities:

• Answer incoming calls, emails, or chat inquiries from customers in a timely and professional manner

• Provide accurate information about products, services, policies, and procedures

• Resolve customer complaints and issues efficiently while maintaining a positive attitude

• Process orders, returns, payments, and account updates

• Document customer interactions and maintain accurate records in CRM systems

• Follow up with customers to ensure issue resolution and satisfaction

• Meet or exceed performance metrics such as call handling time, quality scores, and customer satisfaction

• Escalate complex issues to supervisors or appropriate departments when necessary

• Maintain confidentiality of customer information

Qualifications:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)

• Previous experience in a call center or customer service role is preferred

• Strong verbal and written communication skills

• Proficiency in computer systems and CRM software

• Ability to multitask and manage time effectively

• Strong problem-solving and conflict resolution skills

Skills & Competencies:

• Customer-focused mindset

• Active listening skills

• Patience and empathy

• Attention to detail

• Adaptability in a fast-paced environment

• Team collaboration

Work Environment:

• Office or remote (WFH) setting

• May require evening, weekend, or holiday shifts

• Fast-paced, performance-driven environment