Call Center Agent

Middletown, DE 19709

We are seeking a motivated and customer-focused Call Center Agent to join our dynamic team. As a Call Center Agent, you will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. You will serve as a key point of contact for our customers, helping them with a variety of products and services.

Key Responsibilities:

• Answer inbound calls and make outbound calls to customers.
• Provide product and service information to customers, assisting with inquiries, complaints, and troubleshooting.
• Resolve customer issues in a timely and efficient manner, escalating more complex problems when necessary.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and complaints.
• Offer solutions and recommend products or services based on customer needs.
• Follow communication scripts and protocols while ensuring a personalized experience for each customer.
• Meet individual and team performance goals, including call volume, quality standards, and customer satisfaction metrics.
• Ensure compliance with company policies and procedures during every customer interaction.
• Maintain a positive, empathetic, and professional attitude at all times when communicating with customers.
• Provide feedback to management regarding recurring customer issues or improvements in customer experience.
• Stay informed about product updates, promotions, and services to deliver up-to-date information to customers.

Qualifications:

• High school diploma or equivalent; additional education or certifications a plus.
• Proven experience in a call center, customer service, or similar role (preferred but not required).
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and ability to handle difficult situations.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Basic computer skills and ability to navigate multiple software systems.
• Ability to work flexible hours, including evenings, weekends, or holidays if required.
• Bilingual abilities (English/Spanish or other languages) may be an advantage.

Skills and Attributes:

• Exceptional listening skills and ability to build rapport with customers.
• Patience and empathy when dealing with frustrated or upset customers.
• Ability to remain calm and professional under pressure.
• Strong time management and organizational skills.
• Team-oriented and collaborative with a positive attitude.