Concord, NH

Customer Experience - Call Center Agent
Location: Concord, NH for 6 weeks of training, followed by hybrid/remote option

We are searching for a polite, professional Call Center Rep ("CCR') for our esteemed client in Concord, NH. As a CCR, you will work closely with other team members to provide outstanding service to our client's customers by answering questions, handling complaints, and troubleshooting problems with their services. The CCR will handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. You will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

Responsibilities:

• Responding and communicating promptly to customer inquiries through various communication channels
• Acknowledging and resolving customer complaints
• Processing all customer requests in accordance with all policy and procedures
• Communicating and coordinating with peers and supervisors as necessary
• Providing feedback on the efficiency of the customer service process
• Ensuring customer satisfaction and providing professional customer support
• Following call calibration guideline expectations to ensure customer satisfaction and one call resolution
• Contributing to the team and help foster an atmosphere of support by applying the company's core values
• Maintaining a positive, empathetic, and professional attitude toward customers always
• Effectively and accurately acknowledging and resolving all customer interactions, transactions, comments, and complaints
• Recommending proactive solutions that could enhance the customer experience
• Completing all customer requests received via Chat, Web, Email, social media, etc in a timely manner and ensuring your follow-up is grammatically correct and error free

Qualifications:

• High School diploma, general education degree or equivalent experience
• 1 year experience in providing telephone customer service in a call center environment
• Possess advanced keyboarding and PC skills in a Windows environment
• Advanced web communication skills
• Ability to work in a changing environment
• Strong written and oral communication skills
• Demonstrated reliability and flexibility
• Must accept alternate shift coverage on a rotation basis and as required
• Ability to multi-task, navigate and communicate effectively over VOIP and other communication channels
• High degree of self-awareness and pride in one's work
• Ability to stay calm when customers are stressed or upset

Hours:

• Training will be held Monday-Friday, 8:30AM - 5:00PM for the first six (6) weeks
• Regular 40-hour shifts will vary between the hours of 5:00AM - 10:00PM based on seniority and needs of the business
• Rotating weekends required on Sat/Sun, 8:00AM - 4:00PM

Pay:

• Starting pay is $16.00/hour with upside growth potential

For immediate consideration, please send your resume to Peter Stoehr, Branch Manager, via {apply below} or call his desk via .


We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.