Product Management Director – Outbound Contact Center Solutions

About the role

Responsible for providing exceptional customer service through various channels including phone, email, chat, and social media. Conducting initial assessments, resolving issues, and escalating complex cases as necessary.

Responsibilities

• Handle inbound and outbound calls, emails, chats, and social media inquiries in a timely manner.
• Resolve customer issues and provide solutions using product knowledge and problem-solving skills.
• Evaluate customer needs and escalate cases to supervisors or technical support teams as needed.
• Train new agents on company policies, procedures, and product features.
• Contribute to team goals and objectives through collaboration and communication.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Basic computer literacy, including familiarity with Microsoft Office applications.
• Experience in a customer service role preferred.

Qualifications

• Strong problem-solving and analytical skills.
• Ability to remain calm under pressure and handle difficult situations professionally.
• Knowledge of CRM systems and customer relationship management principles.

Skills

• Proficient in using customer service software and tools.
• Fluency in English.
• Understanding of data entry and record-keeping practices.

Benefits

• Competitive salary based on experience.
• Flexible work schedule with remote options available.
• Comprehensive health insurance coverage.
• Annual performance bonuses.
• Professional development opportunities.

Pay

$20 - $25 per hour based on experience.

Schedule

Variable schedule to accommodate customer demand, typically 40 hours per week with flexibility.