Humera - Administrative and Professional Staffing

Call Center Associate

Maplewood, MN, United States
Contact For Rate
Feb 21, 2018
Feb 27, 2018
Job Type
Employment Status
Full Time
Call Center Associate :
Humera is seeking a Call Center Associate for our client in Maplewood, MN. The Call Center Associate represents the stores Business Development Center by enhancing customer satisfaction, increasing sales, and building customer loyalty through a positive and engaging first point of contact. This individual will have a positive attitude and enjoy working with the public.
This is a long-term contract opportunity! There are full-time and part-time positions available.
  • Takes in-bound calls scheduling appointments for existing and new customers using company supplied tools and software
  • Performs out-bound calls for service follow-up, appointment reminders, business building activities and other needs as directed by management
  • Attends to both internal and external customers in a timely manner, through email requests voicemail, chat, and other mediums designated by Company.
  • Recommends and suggests process improvements and flow as needed 5
  • Updates caller information as required and strives for first contact resolution
  • Consistently strives to exceed team, departmental, and company goals
  • Participates in service and training meetings as required
  • Acts as subject manner expert and go to for team members and other staff when required
  • Provides service that includes appropriate resolution; follow up and timely closure of internal and external customers concerns and requests. May deal with customers face to face as well as by phone, email, or other communications
  • Professionally communicates in a manner the customer can understand being careful not to use jargon and acronyms
  • Uses probing questions to determine customer?s stated and unstated needs; which may include educating customers on warranty situations, maintenance opportunities, and promotional offerings
  • Works with management to ensure all goals are met or exceed Customer Service Index ratings
  • Continues individual growth through Lexus Certification and training as required
  • May assist management in training other department members; management or coworkers when appropriate

  • High school diploma/ or general education degree (GED) with one to three months related customer relations experience and/or training using automated phone and computer tools; or equivalent combination of education and experience. Call center background preferred; bilingual preferred.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and computers and write error free correspondence with basic math skills.
  • Ability to navigate effectively using several systems and dual monitor as required. Data entry 10,000 KSM or 40 WPM preferred.
  • Demonstrates “a can do attitude” with strong multi-tasking skills. Able to work in constantly changing, fast paced environment while maintaining a professional demeanor that meets or exceeds Lexus standards.
  • Understands calls may be monitored and recorded for quality assurance and training purposes; with periodic reviews for process improvements.
  • Strong time management skills; able to quickly and accurately troubleshoot and problem solve within pre-established guidelines while considering the best interests of the customer and company.
  • Must be at least 18 years of age.
  • Must work a consistent and predictable schedule with flexibility to work overtime, evenings, and Saturdays as determined by management.

    Full Time Shift:
  • Monday- Fridays 8:30A-5P; Saturday rotation working 8-4:30P; 2 Saturdays on and 2 off
  • Monday-Fridays 7A-3:30P; Saturdays 8A-4:30 P, 2 Saturdays on and 2 off; Thursday off when working Saturdays
  • Monday-Fridays 10:30 A-7P; Saturdays 8A-4:30P, 2 Saturdays on and 2 off; Wednesdays off when working Saturdays
  • When working Saturdays, you will be scheduled off on Wednesdays

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