CUSTOMER CARE REPRESENTATIVE
Descripción de la oferta de empleo
This position is a high-volume call center environment so management meticulously creates daily schedules for our reps to maintain ample phone coverage.
Preferred schedule is 8.
AM – 5PM Pacific Standard Time.
Each 8-hour shift includes two 10-minute breaks (one before lunch, one after lunch) and one 30-minute lunch after the first 4 hours.
This is a full-time remote employee role.
40-hour work week in a busy incoming call center.
You will be responsible for.
Meet/exceed key performance indicators.
Handle up to 75 calls per day, 95% availability to answer calls, 5.
-minute average handle time, 3.
average call quality score.
Handle inbound calls, answer questions, research accounts, and process requests relating to payments, quotes, account changes etc.
Respond to customer emails with accurate information in a timely manner.
Make transfer calls or escalations when appropriate.
Keep timecards and availability status updated.
Training/Education.
Education is a combination of independent reading/studying and one-on-ones with your direct supervisor.
Representatives are usually independently on the phones within the first 3 weeks.
It all depends on how quickly you can grasp the knowledge and apply it to the role.
The Profile Background.
High school diploma required; college or vocational degree preferred but not required.
Minimum 2 years’ experience in an inbound call center.
Minimum 1-2 years’ experience providing customer service in a fast-paced environment.
Fluency in Spanish and English preferred (verbal and written).
Skills & Competencies.
Conscientiousness - attention to detail and following all procedures accurately and thoroughly.
Compassion - ability to empathize with frustrated customers and remain positive.
Emotional intelligence - ability to stay calm under pressure and defuse tense situations.
Assertiveness - ability to ask good questions and control calls with empathy and professionalism.
Multitasking - ability to use multiple computer systems while speaking with customers.
Communication Skills - exceptional verbal, written, and active listening skills.
Problem Solving - ability to think critically to resolve non-routine issues.
Technical Skills - ability to quickly learn new software programs, databases, and call center technology.
Teamwork - collaborate positively with team to meet goals.
The Employer Our client is a InsurTech company witch has a unique growth story, with its early beginnings as a family-built general agency in the s.
Detalles de la oferta
- Snaphunt
- En todo México
- Sin especificar - Sin especificar
- 24/10/2024
- 22/01/2025
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