Call Center Associates at Smart Partners

Job Summary

• We are looking for a Call Center Associate who will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities 

• Manage large amounts of inbound and outbound calls on time
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.

Qualifications / Skills and Requirements

• Previous experience in a customer support role and call center.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area
• Ability to speak multiple languages, especially those common among callers.