Job Description

POSITION: CALL CENTER REPRESENTATIVE

LOCATION: EL PASO , TX , 79936 DURATION: 06 MONTHS(TEMP TO HIRE)

JOB SUMMARY •SUMMARY: This position supports the growing needs of the brand. The position responsibilities include a hands-on approach to consumer contact for multiple businesses and/or multiple contact types.

ESSENTIAL DUTIES AND RESPONSIBILITIES include all or majority of the following below. Other duties may be assigned.

• Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
• Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
• Provides prompt and accurate service to promote customer loyalty for the client.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
• Resolves escalated contacts appropriately.
• Processes promotions, rewards and loyalty referrals in interaction with consumers
• Acts as the liaison with the social media representatives and agency partners for social media escalations.
• Handles contacts via multiple channels and/or brands.