Humera - Administrative and Professional Staffing

Call Center Associate

Expiring today

Location
Maplewood, MN, United States
Salary
Contact For Rate
Posted
Dec 05, 2017
Closes
Dec 12, 2017
Job Type
Employee
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.
PROCESS
  • 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
DEPARTMENT/TEAM
  • 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
CUSTOMER SERVICE
  • 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
TRAINING
  • Continues individual growth through Lexus Certification and training as required
  • May assist management in training other department members; management or coworkers when appropriate

Requirements:
  • 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.

Schedule:
    Full Time Shift:
  • Monday- Fridays 8:30A-5P; Saturday rotation working 8-4:30P; 2 Saturdays on and 2 off
    OR
  • Monday-Fridays 7A-3:30P; Saturdays 8A-4:30 P, 2 Saturdays on and 2 off; Thursday off when working Saturdays
    OR
  • 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

More jobs like this