Customer Service Representatives

Since opening our doors in 2014, OneCall Contact Center has been owned and operated in the U.S. With out corporate office in Fort Worth, Texas, OneCall is dedicated to supporting jobs to those closest to home. We take pride in providing a flexible working solution for not only our clients, but also for a growing team of virtual agents across the United States. We are searching for polite, professional Call Center Representatives to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. To be a successful Call Center Representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable. Call Center Representative Responsibilities: Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. Building lasting relationships with clients and other call center team members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service. Making sales or recommendations for products or services that may better suit client needs. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures. Call Center Representative Requirements: High School Diploma or equivalent. More education or experience may be preferred. Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Understanding of company products, services, and policies. Proficiency with computers, especially with CRM software, and strong typing skills. Ability to ask prying questions and diffuse tense situations. Strong time management and decision making skills. Adaptability and accountability. Fluency in multiple languages may be desired. Preferred Skills: Technical Skills Minimum typing requirements of 25 wpm Simultaneously navigate multiple PC screens and systems Experience with Zendesk is a +++ Communication Skills Passionate about helping others Speak in a pleasant tone, retain composure and gain confidence of the customer Proficient ability to read, write and speak the English language (Bilingual in Spanish is a +++) Problem Solving Skills Identify and anticipate customer needs Effectively prioritize work time to ensure productivity standards are achieved Comfortable working under pressure Customer Focus Make customers feel valued and appreciated Attitude to thrive in a fast paced, challenging, team-oriented culture Customer Service background or experience working with people Commitment MANDATORY training (choose one option): Training lasts anywhere from 3-4 weeks and is held M-F, with the exception of holidays. Work schedules are determined during the interview process. Minimum of 20 hours/week.