Contact Center Representative

The Contact Center Agent is the liaison between our company and its current and potential customers. The successful Contact Center Agent will be able to accept ownership for effectively manipulating customer issues, complaints, and inquiries. Contact Center Agents keep customer satisfaction at the core of every decision and behavior.

Responsibilities

  • Manage large amounts of inbound calls in a timely manner
  • Manage customer requests from channels other than phone (eg. e-mail, text)
  • Represent Core Values, Vision, and Mission of Smith Hamilton, Inc. and build the Smith Hamilton brand
  • Follow established protocols for specific contact types based on skill routing
  • Identify customers’ needs, clarify information, and communicate clearly and effectively across the organization
  • Seize opportunities to upsell products when they arise
  • Enter service calls
  • Dispatch service calls
  • Maintain personal relationships with both internal and external customers, and engage customers by going the extra mile
  • Follow-up on customer contacts
  • Keep records of all conversations in our call center ticketing system in a comprehensible way*
  • Seek educational opportunities to improve knowledge of industry, communication skills, and Contact Center best practices
  • Identify meaningful metrics, KPI’s, and communicate to the appropriate team members
  • Maintain and update customer data in CRM system (SalesForce) as needed
  • Must have a basic understanding of what we service and sell

Requirements

  • Previous experience in a customer support role preferred
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM system (eg. SalesForce) and practices is preferred
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • High school diploma or equivalent
  • Working knowledge of Mac based operating systems, Google Apps, and telephone systems 
  • Reports to Contact Center Manager

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