Part-Time Contact Center Representative

WMA

Part-Time Contact Center Representative

Ontario, CA
Part Time
Paid
  • Responsibilities

    Benefits:

    401(k)

    Flexible schedule

    Free food & snacks

    Opportunity for advancement

    Training & development

    At WMA we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We’re looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for service. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

    Objectives of this role

    Handle a large volume of inbound and outbound calls in a timely manner

    Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary

    Identify customer needs, research issues, resolve complaints, and provide solutions

    Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team

    Recommend improvements for systems and processes to boost organizational efficiency

    Responsibilities

    Memorize scripts for products and services, and refer to them during calls

    Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately

    Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate

    Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality

    Create and maintain record of daily problems and remedial actions are taken, using call-center database

    Leverage data and insights gathered by the call center to recommend and influence process improvements

    Required skills and qualifications

    High school degree or equivalent

    Experience working in a call center or customer-support role

    Strong active listening and verbal-communication skills

    Proficiency in problem-solving

    Ability to multitask and manage time effectively

    Preferred skills and qualifications

    Expertise in conflict resolution

    Experience in customer sales

    Benefits

    · Flexible schedule

    · Free food & snacks

    · Opportunity for advancement

    · Potential for bonuses