Representative 3, Call Center

Responsibilities

• Leads a team of Call Center Representatives in prompt and accurate processing of customer calls and emails.
• Maintains customer inbound call and email volumes, service levels, and queues.
• Handles incoming phone calls and emails, addressing service inquiries from customers and Service Departments.
• Conducts weekly call quality assurance evaluations.
• Escalates customer issues and concerns to the Call Center Supervisor/Manager as necessary.
• Provides training as needed within the Call Center team.
• Communicates day-to-day information and department process changes to Call Center representatives.
• Resolves challenging customer calls and mentors Call Center representatives.
• Ensures customer service and quality of work meet customer requirements and company standards.
• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
• Performs other duties as assigned.

Qualifications

• Strong computer (Excel/Outlook) skills.
• Able to handle multiple tasks concurrently.
• Stays calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Flexible schedule to work weekends, holidays, or overtime as required.
• Friendly and helpful demeanor.

Schedule

• Open availability.

Education And Experience

• 2+ years of Call Center experience or experience in a fast-paced and mission-critical response environment.
• Ability to be punctual and dependable.
• Excellent customer service skills, including an ability to proactively address customer issues and concerns, and the ability to forge strong working relationships with customers and colleagues.
• Excellent verbal/nonverbal and written communication skills.
• Ability to manage multiple customer calls, set and balance competing priorities with good organizational skills, ability to multitask, and attention to detail.
• Ability to solve problems and apply good judgement.
• Ability to work independently and with minimal supervision.
• Ability to work constructively in a team environment and follow instructions from superiors.
• Ability to coach and train a team.
• Good leadership skills, ability to oversee a diverse workforce.
• Excellent teamwork and collaboration skills.
• Ability to effectively delegate work and follow through to ensure good results.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.