What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at Ace Parking Management, Inc.?
ESSENTIAL PURPOSE OF THE POSITION:
As a Call Center Representative, you will engage with customers via telephone, Internet, and e-mail and will handle a variety of functions, including customer service and customer contact. You will receive inbound phone calls and make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers. The position is also responsible for the following, but not limited to:
- Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service
- Meet customer requirements through first contact resolution.
- Work in a 24x7 work environment.
- Use decision-support computer software programs to respond to common customer work/service order inquiries and requests.
- Ensure that customers’ needs are met and provide additional information as needed.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. • Effectively transfer misdirected customer requests to an appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance. • Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy.
• Confirm customer understanding of the solution and provide additional customer education as needed. • Prepare complete and accurate work and update customer file/database.
- Must be at least 18 years old.
- High school diploma or GED; college experience or degree a plus
- Courteous with strong customer service orientation.
- Possess outgoing and enthusiastic personality.
- Demonstrate exceptional oral and written communication skills.
- Knowledge of basic computer operations and telephone systems.
- Dependable with proficient attention to detail.
- Ability to function effectively in a fast-paced work environment.
- Possess strong work ethic.
- Possess good listening skills.
- Ability to deal with irate customers and resolve customer issues and/or complaints.
- Ability to work flexible schedules, including evenings, weekends, and holidays.