Job Description

Excellent opportunities for experienced call center customer service representatives! We are currently working with a westside organization looking to add multiple people to their Call Center staff. The customer service representative plays a crucial role in the organization by directly interacting with customers, ensuring exceptional customer service, and fostering positive interactions with all callers. This service provider is well-known in the Rochester area! The ideal candidate will have a strong customer service background and a proven track record of longevity with prior employers, reflecting reliability and dedication. They are open every day of the week but the current openings are : Mon-Fri 12 pm- 9 pm, Friday-Tuesday 7:30 am -4:30 pm, Tuesday - Saturday 10 am - 7 pm

The pre-employment requirements are a background, alcohol, and drug test. This position is on site with no opportunity for remote or hybrid.

Responsibilities

• Answer or make calls to clients to learn about and address their needs, concerns, or other questions about products or services.
• Respond efficiently and accurately, engaging in active listening to callers to provide assistance while helping them feel supported and valued.
• Schedule or update appointments in the computer system.
• Document clear and concise notes in clients’ profiles in order to communicate precisely to the technicians and technical leadership team.
• Understand and strive to meet Contact Center metrics while providing excellent customer service.

Education

• High school diploma or equivalent required

Experience

• Minimum of 1 year of customer service experience in a call center environment (no retail or hospitality customer service)

Knowledge, Skills, Abilities, and Other Characteristics

• Excellent listening skills
• Strong communication skills
• Ability to document each call quickly and accurately in the system
• Personable and empathetic demeanor
• Able to utilize various software programs

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