2417 NW, Pine Ave Ocala, Florida 34475. (352) 402-9300, 888-ANSWER-2, Fax (352) 401-6623.
Job Title: Call Center Representative Department Answer2 Reports To Call Center Manager
SUMMARY:Answers inbound telephone calls from customers, speaks in a friendly, courteous and professional manner by viewing a video screen and using a computer keyboard.
ESSENTIAL FUNCTIONS:
Communicate effectively and professionally with internal and external customers. Be able to meet the physical demands of the job within the described work environment. Serve as Answer2 Call Center’s professional representative when dealing with customers. Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in carrying out customer support functions. Maintain regular attendance to be available for customers at all times. Apply a positive customer service attitude in interactions with all internal and external customers. Maintain the utmost confidentiality and security as it pertains to clients and Answer2 Call Center Services as covered under the Electronic Communications Privacy Act and in accordance with the policies and procedures of Answer2 Call Center Services. Take incoming calls from customers of Answer2 Call Center Service clients while recording accurate information and product orders. Multi-task; be able to change from one task to another without loss of efficiency or composure.
POSITION RESPONSIBILITIES :
Be available at your desk to take incoming calls from customers. Interact with customers in a professional and courteous manner at all times. Adhere to Answer2 Call Center’s privacy policies and procedures to ensure each customer’s privacy is protected. Record electronic customer transactions accurately and with every contact. Perform assignments while working with customers, callers, and co-workers under limited time frames. Assist Customer Service Representatives and Sales Consultants with information needed to provide our customers with quality service. Complete all training sessions including e-learning modules. Perform other duties as assigned.
POSITION QUALIFICATIONS AND REQUIREMENTS:
Must be available to work 4 to 8-hour daytime or evening weekday/weekend shifts. Attendance is mandatory for every training class. Apply patience and understanding in all customer interactions. Maintain professional demeanor. Communicate professionally and courtesy when speaking with customers. Skillfully record electronic transactions while talking with customers over the phone. Work independently. Type at a minimum 25-30 words per minute Demonstrate initiative and self-motivation. Available to work weekends and holidays.
EDUCATION AND/OR EXPERIENCE:
A high school diploma or GED is required. Previous customer service experience preferred
LANGUAGE SKILLS:Employees must demonstrate the ability to read and understand basic literature and verbal communication in the English language.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The noise level in the work environment is usually moderate. Employees may be required to work other than normal business hours, such as holidays, evenings, weekends, etc., and overtime as business demands. All employees are required to actively follow Ephonamation policies and procedures. Employee in this position may be frequently required to stand, walk, sit and reach with hands and arms. Employees must have the ability to use manual dexterity to complete phone calls, paper work, filing and data entry on PC. Ability to use hands to finger, handle or manipulate office equipment including computer, copier, fax machine & printer. Occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position included close vision, distance vision, color vision and ability to adjust focus. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.
Answer2 CALL CENTER IS AN EQUAL OPPORTUNITY EMPLOYER and encourages all women & minorities to apply for this and all positions. Federal law obligates us to provide reasonable accommodations to the known disabilities of applicants and employees, unless to do so would pose an undue hardship. Please let us know if you require an accommodation in order to complete this application process or to perform any essential element of the position sought.