Summary:

Responsible for taking inbound calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service. Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer inquiries.

Responsibilities:

Provide responsive and competent customer support within a call center environment. Ensure that all customer issues are resolved at the first instance.
Continuously work for exceptional customer experience, resulting in high customer satisfaction scores.
Deliver and exceed customer-specified service levels for handle time.
Learn, understand, retain and regularly update and demonstrate product/process knowledge.
Track, document and retrieve information in call tracking database.
Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy.
Extend contact to promote and sell products or services as required by assigned queue.

Requirements:

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of a Windows O/S (98, 2000, XP and ME) and Internet; Basic PC knowledge preferred.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability and willingness to provide pre-sales support.
Ability to promote and sell products or services.
Able to speak with customers in a calm, enthusiastic and friendly tone of voice.

Level I

At this level, an individual is required to apply basic working knowledge of systems, procedures, customers, products and processes to perform assigned functions with moderate reliance on others for direction. Work requires some judgment but is performed primarily according to standard procedures with close supervision.