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Work from the comfort of your home!
Job Description:
The Customer Service Representative enhances the customer experience through the identification of the customers’ needs and opportunities, and then satisfying those needs while exceeding their expectations leading to the Ultimate Customer Experience. Agents working on this program will be responsible for delivering superior customer service in all customer interactions which include but are not limited to: Order placement, merchandise information, upselling, focused customer care, and issue resolution.
Position Duties:
• Answers incoming customer inquiries promptly and in accordance with the established call-handling procedures using a professional phone manner
• Provides concise, quality customer service in a professional, timely and courteous manner
• Inbound – Catalog, Internet and Store Sales Calls to include order inquiry calls requiring quality customer service skills to reach resolution of customer issues.
General Qualifications:
• Excellent customer service, communication, and relationship-building skills
• Active listening and attention to detail with the ability to quickly organize and multi-task in a fast-paced/changing environment
• Ability to empathize with the customer
• Ability to engender trust and engagement with customers and potential customers
• Ability to identify potential customer needs/opportunities for cross-selling and or up-selling
• Ability to identify, trouble shoot and resolve customer challenges including follow-through to ensure customer satisfaction. Must be able to think and act independently within program guidelines to ensure best possible customer care experience without continuous program team support.
• Ability to handle conflict over the phone – win/win attitude
• Computer literate – ability to navigate through multiple screens, accurate and well-developed typing skills
Available Shifts:
November/December 2009
Training:
Training will be a combination of a live, conference call, and some self paced training. Agents may be required to pass a final exam with a minimum score.
You may be required to take live calls as part of a nesting phase during training.
A New Employee Orientation Class(NEO)(4.5 hours)will also be required to be completed prior to the start of program specific training.
100% attendance at training is required with no exceptions allowed.
Additional Requirements:
• Legally able to work in the United States
• High School Diploma or equivalent
• Excellent verbal and written skills – including grammar and voice quality
• Self-sufficient and dependable
• Function comfortably in a performance-based environment with calls that are monitored, recorded and assessed
• A minimum commitment through December is needed.
• A minimum 98% schedule adherence rate
Learn more about Alpine Access: http://call-center-software.tmcnet.com/topics/call-center-software/articles/69389-states-look-at-home-call-centers-job-creation.htm
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