Call Center Representative - ENT

About the role

Manage a high volume of inbound calls, generate sales leads, and assess customer needs to achieve satisfaction. Build and maintain customer relationships through open communication, provide accurate information, and meet sales targets and call-handling quotas.

Responsibilities

• Handle customer complaints, provide solutions, and follow up to ensure resolution.
• Keep records of customer interactions, process accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Engage customers proactively to exceed expectations.
• Warm-transfer customers to dealers for sales or service connections.
• Provide customers with warranty information and product comparisons.
• Refer customers to distributors or appropriate departments using a company database.
• Triage customer complaints, transferring Tier 1 issues to Tier 2 representatives.
• Triage remote access or Wi-Fi capable products such as thermostats.

Requirements

• 6+ months of experience handling inbound calls in a call center environment.
• Proficiency in MS Office.
• Typing speed of 35-45 words per minute.
• Excellent verbal and written communication skills.
• Bilingual in Spanish.

Qualifications

High School Diploma or GED.