Senior Call Center Specialist

Responsibilities

• Handle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in person.
• Answers questions related to products, policies, and services offered by the organization.
• Schedule appointments for estimates, installations, and other related services.
• Review customer account information to identify and resolve customer concerns and escalate issues beyond their expertise level.
• Engage appropriate resources and route calls for follow-up and resolution.
• Accurately create and update customer accounts and input records of customer interactions.
• Contact customers in support of outbound program initiatives.
• Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experience.
• Provide assistance with training and orientation for other Team Members when assigned.

Qualifications

• High school diploma or equivalent.
• 1 year of experience in customer service or call center work setting (2+ years is a plus).
• Excellent customer service skills including active listening and critical thinking.
• Proficient computer skills including Microsoft Office products.
• Accuracy in data entry and proficient typing skills.
• Service-oriented with desire to resolve customer issues.
• Positive, upbeat attitude and team player.
• Ability to work in-person during office hours: Monday - Friday, 8:00 am - 5:00 pm, and rotating Saturdays 8:00 am - 12:00 pm.