Job Description

Responsibilities

1. Manage large amounts of inbound and outbound calls in a timely manner.
2. Follow communication “scripts” when handling different topics.
3. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
4. Proactive sale of the organization’s products and services via the telephone & social media and place customer orders in the computer system.
5. Identify and escalate issues to supervisors.
6. Provide product and service information to customers.
7. Research required information using available resources.
8. Research, identify, and resolve customer complaints using applicable software.
9. Process orders, forms, and application.
10. Route calls to appropriate resources.
11. Document all call information according to standard operating procedures.
12. Recognize, document, and alert the management team of trends in customer calls.
13. Follow up customer calls where necessary.
14. Complete call logs and reports.
15. Other duties as assigned.